Product Support Engineer

We're looking for a Product Support Engineer to become the trusted voice our customers rely on answering questions, untangling issues, and flagging bugs before they spread. You'll own the single mission that matters most to us: making every interaction with WP Umbrella feel like a great experience. We're a 7-person startup, so your work won't disappear into a queue. You'll shape the experience of thousands of agencies, work directly with our Head of Support, and see your impact in our numbers week after week. What is WP Umbrella? WP Umbrella is the infrastructure behind WordPress care businesses. We give agencies and freelancers everything they need to manage and maintain hundreds of WordPress sites from one place, saving them hours of manual work and helping them communicate better with their own clients. We're committed to delivering a fast, reliable, and genuinely user-friendly product in everything we do. WP Umbrella in numbers 🧑‍🔧 A 7-person team �
� A plugin running on 80,000+ websites 🥰 5000+ happy customers ⌛ Bootstrapped in July 2021 💵 $150K+ MRR as of September 2026 Why you'll love working here 🏝 Fully remote ⛺️ Generous, trust-based vacation policy 📈 Individual performance bonus + annual collective raises ✈️ Team retreat at least once a year 📚 Learning and training budget to keep growing Compensation Base

salary:
$22,200 Estimated total package: $26,200+ including performance bonus and benefits. We believe in being upfront about pay. There is no room for negotiation.

What you'll do
Connect with customers. Respond to inquiries with warmth and professionalism, building trust with every reply. Solve problems. Dig into issues and resolve them efficiently, so customers leave with their problem fixed and a good impression of us. Keep watch. Monitor the platform for hiccups and flag bugs to the tech team quickly and clearly. Join the QA effort. Play a key role in quality assurance during product releases to keep things running smoothly. Welcome new customers. Migrate sites over from competitors and guide new users through a smooth onboarding. Own the knowledge base. Keep our help docs organized, accurate, and genuinely useful, for customers and teammates alike. What success looks like in your first 90 days You're handling the majority of incoming conversations independently, with response times our customers notice. You've completed your first customer migrations and onboardings end to end. You've spotted and clearly documented recurring issues, and proposed at least one knowledge-base improvement. You're a reliable part of the QA process for releases. Must-haves 3+ years in a technical customer support role in hosting and/or SaaS environment A strong working knowledge of WordPress and core web concepts (DNS, hosting, FTP/SFTP, basic HTML/CSS) Excellent written English Genuinely remote-ready: self-directed, good at managing your time, and great at staying connected with a distributed team Strong problem-solving instincts — you diagnose before you guess Comfortable in a fast-moving, evolving environment Nice-to-haves Previous experience with technical troubleshooting and investigation You already know WP Umbrella. You've managed multiple WordPress sites or worked with an agency. Location & Shifts We are looking to hire 1 engineer to expand our availability during business hours in North America, as well as provide weekend coverage.

Location:
Fully-remote within Europe or LATAM Shifts: Monday–Friday (09:00–17:00 EST) (UTC −5) Weekend rotation: A flexible weekend shift rotation is a must. You'll be asked to cover weekend shifts on a flexible schedule, compensated with a weekday off. Our values Kindness, goodwill, collaboration, and ownership are what hold us together as a team. We're passionate about what we build, and we work hard to make a product we're proud of. We take a page from Toltec wisdom: be impeccable with your word, don't take things personally, don't make assumptions, and always do your best. It's a surprisingly good description of great support, too. Our support stack Gleap �
� Slack