Junior Engineer (Technical Support)

Role & responsibilities

The Junior Engineer (Technical Support) will be responsible for providing technical assistance across a wide range of web and IT projects and dedicated technical support to clients using WordPress-based platforms as well as other platforms, tools, and custom applications. The role requires a strong understanding of WordPress websites, themes, and plugin configuration to effectively troubleshoot and resolve issues related to functionality, performance, and system integration. The ideal candidate should possess strong problem-solving skills, the ability to manage multiple technical tasks, and the flexibility to work on varied project requirements including bulk operational tasks such as mass account creation, system configuration, and technical data management. The role requires a blend of technical knowledge, analytical thinking, and excellent communication skills to ensure smooth workflow.

Key Responsibilities

i. Client Support

• Acts as the primary point of contact for clients experiencing issues with WordPress websites and web applications, providing timely and effective solutions.
• Provide technical support for internal teams and external clients across multiple projects.
• Support operational tasks such as account setup, permissions management, system configuration, and cross-platform troubleshooting.

ii. Troubleshooting & Issue Resolution

• Diagnose and resolve issues related to websites, applications, hosting, integrations, performance, and system functionality.
• Develop long-term solutions to prevent recurring problems.
• Troubleshoot WordPress themes, plugins, databases, and UI issues when needed.

iii. Technical Operations & Project Support

• Assist with bulk technical tasks such as mass account creation, data uploads, system updates, and automation support.
• Support the configuration and maintenance of various tech tools/platforms used in projects.
• Follow standard operating procedures (SOPs) for security, quality, and reliability.

iv. Web Application Development

• Assist with development, maintenance, and configuration of WordPress sites and other web applications, , focusing on reliable functionality and improved user experience.
• Work with front-end and back-end technologies where required (HTML, CSS, JS, PHP, APIs, etc.).
• Support integrations with third-party tools, APIs, plugins, and internal systems..

v. Collaboration

• Work closely with web developers, designers, and internal teams to escalate unresolved issues and implement fixes.
• Coordinate with team leads for smooth project execution and timely resolution of client concerns.

vi. Documentation

• Create and maintain comprehensive documentation of technical procedures, troubleshooting steps and common solutions for WordPress issues.
• Update internal knowledge bases and SOPs regularly.

vii. Testing and Quality Assurance

• Assist in testing websites, applications, and system functionalities to ensure performance, responsiveness, and security.
• Collaborate with development, QA, and infrastructure teams to resolve escalated issues efficiently.
• Report bugs and verify fixes in collaboration with developers and QA teams.

viii. Client Communication

• Provide clear and concise technical support through email and phone, ensuring client satisfaction.

ix. Training and Guidance

• Guide clients and internal users on best practices, platform usage, and general web maintenance techniques.

x. Reporting & compliance

• Provide regular reports on support tickets, issue trends, and project progress.
• Ensure compliance with IT security policies, data privacy standards, and internal protocols.

Preferred candidate profile

BTech / BCA

• 1+ years of experience as a Technical Support Engineer or in a similar role focused on WordPress development.
• Experience handling operational technical tasks (e.g., account creation, bulk operations, configuration management).
• Strong understanding of WordPress, including theme and plugin development, customization and troubleshooting.
• Experience with HTML, CSS, JavaScript, and PHP with an understanding of how they integrate within WordPress.
• Familiarity with MySQL or similar databases including basic SQL skills for troubleshooting data-related issues.
• Strong analytical and troubleshooting skills with a commitment to providing high-quality client support.
• Excellent verbal and written communication skills with the ability to convey complex technical information in an understandable manner.

Job Type: Full-time

Work Location: In person