Yoko Co: WordPress Support Engineer

Headquarters: McLean, VA
URL: https://www.yokoco.com/


We’re seeking a WordPress Support Engineer who wants to make the world a better place through thoughtful troubleshooting, clear communication, and excellent technical support.
This isn’t just about closing tickets – it’s about building relationships, understanding problems, and showing our clients that we’ve got their back.
This role is perfect for someone who enjoys digging into problems, figuring out why things broke, and helping clients feel confident that their website is in good hands.
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.
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.
What you’ll do:
As part of our technical support team, you’ll troubleshoot client requests, implement fixes, and help ensure our clients’ websites continue running smoothly long after launch. The best candidates tend to be naturally curious problem-solvers who enjoy figuring out how systems work and helping people along the way.
As such, you’ll:

Provide hands-on technical support for client websites, troubleshooting requests and helping ensure sites run smoothly long after launch
Diagnose technical issues, implement fixes, and coordinate with teammates when deeper investigation is needed
Communicate clearly with clients throughout the support process, helping them understand issues and feel confident in the solutions provided
Respond to incoming support requests with clear, friendly, and thoughtful communication
Troubleshoot and resolve a wide range of WordPress issues, including plugin conflicts, functionality bugs, layout problems, integrations, and unexpected site behavior
Read, debug, and occasionally modify HTML, CSS, JavaScript, and PHP within WordPress to diagnose problems and implement fixes
Apply WordPress core, plugin, and theme updates while ensuring compatibility and site stability
Monitor website health, performance, and security, proactively identifying potential risks or issues
Investigate and resolve issues related to hosting environments, DNS configuration, email delivery, analytics tracking, and third-party integrations
Conduct QA testing to confirm that updates and fixes function properly across browsers and devices
Provide CMS guidance or quick tutorials to help clients manage their websites effectively
Document support work clearly in the ticketing system to maintain visibility and accurate billing
Collaborate with developers, project managers, and strategists when requests require deeper technical investigation
Help maintain an organized support workflow so requests move forward smoothly
Contribute to improving internal support processes, documentation, and knowledge sharing

What we’re looking for:
We’re less concerned with rigid checklists and more interested in capable, thoughtful problem solvers who communicate well and enjoy helping people.
Strong candidates typically have:

3–5+ years of experience working with WordPress in a technical capacity
Strong understanding of WordPress themes, plugins, and site configuration
Comfort reading and modifying HTML, CSS, JavaScript, and PHP within WordPress
Experience debugging issues such as plugin conflicts, integrations, or unexpected site behavior
Familiarity with WordPress hosting environments, migrations, and DNS basics
Experience working within a support workflow or ticketing system
Excellent written and verbal communication skills
Fluent English for written and spoken communication

Bonus points for:

Experience with Git workflows
Experience supporting websites in a multi-client or agency environment

Examples of support work:
To give you a better idea of the types of things you might encounter, here are a few examples of issues recently handled by our support team:

Help a client understand why protected content isn’t accessible to 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 to better optimize and format banner images they upload to their website
Diagnose why Google Analytics tracking code appears to be capturing only a fraction of site visitors
M