Remote Technical Support Engineer (WordPress) at Yoko Co

We’re seeking a Support Engineer who wants to make the world a better place, through their top-notch troubleshooting skills. This isn’t just about closing tickets, it’s about building relationships, understanding problems, and showing our clients that we’ve got their back.

Why work at Yoko Co?

• Do good, better: We exclusively serve clients who make a positive impact on the world. This is your chance to build things that help create a better place for all of us.
• 4-day work week and lots of holidays. Mondays are flex days, meaning you’re free to take them off if you’re caught up on your work. Plus, we’re closed for nearly a full week at Thanksgiving (November), and two weeks at the end of the year, plus a bunch of other days, too. Work-life balance FTW!
• High performance, no jerks. You’ll collaborate with good people who believe in doing great work.
• Best Place to Work (and that’s not just our opinion). We’ve been named a Best Place to Work by the Inc. 5000 and Washington Business Journal.
• We value team members who are motivated by our mission and driven to make a positive impact. If you have a passion for excellence, a growth mindset, and a commitment to collaboration, we’d love to hear from you.

The Role

As part of our technical support team, you’ll provide hands-on assistance, troubleshoot client requests, and ensure their websites run smoothly.

On the Tech Side:

Most of our tickets are WordPress-related, ranging from simple fixes to complex troubleshooting, so you’ll need to be experienced and comfortable with WordPress. You’ll need to be able to read and write code, and explain technical issues in a clear, approachable way. You’ll also help out with WordPress hosting and maintenance, keeping things secure and up-to-date.

On the Human Side:

• We maintain great relationships with our clients—smart, impactful people doing meaningful work.
• While we use a ticketing system for efficiency, we prioritize making every interaction feel personal and non-transactional. Each touchpoint is an opportunity to reinforce why our clients chose us.

To give you a better idea of the types of things you’ll encounter on this job, here are a few types of things recently handled by our support team:

• Help a client understand why their protected content isn’t accessible by the correct users.
• Investigate the connection between WordPress and Sendgrid, to figure out why transactional emails aren’t being delivered.
• Give a client tips on how they could better optimize and format the banner images they upload to their website.
• Figure out why Google Analytics tracking code only appears to be tracking a fraction of site users.
• Migrate a very outdated WordPress site from another hosting provider to our servers, run updates to get the plugins to the latest version, and help the client update their DNS records.
• Troubleshoot an SSO login issue that keeps kicking users out of the dashboard.
• Triage a malware notification, clean out the bad code, and harden the WordPress installation.
• Send a screencast video tutorial to show a client how to create columns in their page builder.

Qualifications:

• Strong knowledge of WordPress: themes, plugins, settings, and how they work together.
• Ability to write and edit HTML, CSS, JavaScript, and PHP in the context of WordPress.
• Familiarity with common WordPress hosting environments and configurations.
• At least 5 years of advanced WordPress experience.
• Excellent communication and interpersonal skills, with a strong ability to empathize.
• Fluent English for written and verbal communication.

What you get:

You’ll get a flexible schedule, unlimited time off, a competitive salary, a profit share bonus (starting in your second year), the ability to work wherever you want, a personal development budget, and all US federal holidays and multiple weeks off at the end of the year to recharge. We’ll also offset your entire carbon footprint. If you’re in the US, we also offer health insurance, disability and life insurance, and 401(k) matching.

More about us:

We’re a group of people who are passionate about the work we do, the clients we serve, and improving our craft. We also care about each other — we don’t think of one another as coworkers or employees, but as fellow humans. From developers to designers, project managers to strategists, we bring out the best in each other.

We’ve been in business for over a decade, our whole team is remote, we’ve been named a Best Place to Work by the Inc. 5000 and the Washington Business Journal.