Support Engineers are the bridge between our users and our technology — helping developers succeed by solving technical challenges, sharing best practices, and improving the overall experience with our products.
We’re looking for a curious, proactive, and technically-skilled Support Engineer who thrives on solving real-world problems for developers.
You should enjoy digging into code, explaining technical concepts clearly, love helping and interacting with people/customers, and working across various types of digital products — not just websites. You’re not just a troubleshooter — you’re a developer advocate who can understand product internals and communicate solutions effectively. You’re comfortable navigating frontend code (JS/HTML/CSS), backend (PHP), and APIs, and can think from both the developer’s and end-user’s perspective.
You’re collaborative, thoughtful, and bring a helpful attitude to every interaction — whether with teammates or customers. Bonus points if you’ve worked with the Freemius SDK or have experience as a WordPress plugin or theme developer.
This role is ideal for someone who wants to grow with a mission-driven, developer-first company and help shape the way we support creators across WordPress, SaaS, desktop, and mobile apps.
Ownership, Not Just Accountability
If you see work purely as a way to earn a paycheck, we totally respect that — but it’s not the mindset we’re looking for. We value people who take true ownership of their role.
If your friends or family have ever told you to stop checking tickets at night or to “stop caring so much,” and your response is, “I just want to make sure our users are supported the way I’d want to be,” — then you’re exactly who we’re looking for.
What You Will Be Doing
You will be part of the support team for our eCommerce platform used by thousands of software developers and millions of websites every month.
Your work will involve investigating and resolving technical issues reported by customers, debugging code and configurations, and collaborating closely with our development team to escalate bugs and suggest product improvements. You’ll handle incoming support tickets, understand customer reports in depth, and provide accurate, clear, and complete responses that resolve their concerns efficiently.
You’ll also contribute to internal documentation, assist with reproducing complex edge cases, and share knowledge with other team members to help maintain high-quality support. From time to time, you may be involved in testing new features before release or helping refine developer-facing documentation to ensure clarity and accuracy.
Who We Are Looking For
- Has excellent verbal and written English skills
- Communicates clearly and effectively, especially in writing
- Organized, methodical, and self-disciplined
- Comfortable working remotely during European timezone hours (8 AM – 5 PM GMT+2)
- Learns quickly and adapts easily to new tools, technologies, and processes/flows
- Experience in working and leveraging AI tools for day-to-day needs
- Has at least 3 years of hands-on experience with WordPress, including PHP
- Has at least 2 years of experience in either software development or writing test automations
- Has experience with debugging tools and code-sharing tools
- Works hard, takes initiative, and enjoys exploring documentation and resources to uncover the best solutions
- Has a full-time job availability and commitment
Bonus points for:
- Experience working as a WordPress plugin or theme developer
- Familiarity with Freemius SDKs
- Experience with supporting or developing eCommerce or SaaS applications
- Experience using Git
- Experience with frontend development (JS / HTML / CSS)