Technical Support Engineer

Web Cube Technologies is looking for a motivated Technical Support Engineer with expertise in WordPress, Shopify, and SaaS products to join our fully remote team based in Pakistan. This full-time position operates Monday through Friday and involves providing technical customer support, troubleshooting issues, creating detailed product documentation, conducting testing, and performing technical research. The ideal candidate thrives on problem-solving, enjoys direct interaction with customers, investigates bugs thoroughly, and works closely with Product, QA, and Development teams to improve product quality and enhance customer satisfaction.

Key Responsibilities

- Manage technical support tickets via Help Scout for WordPress plugins, Shopify Apps, and SaaS products.
- Troubleshoot issues related to WordPress, WooCommerce, LearnDash, TutorLMS, LifterLMS, and other plugins or add-ons.
- Handle Shopify App installation, configuration, permissions, integrations, and compatibility challenges.
- Support SaaS applications including account setup, configuration, authentication, integrations, and general troubleshooting.
- Reproduce customer-reported issues in staging, development, or local environments to identify root causes.
- Investigate compatibility problems involving themes, plugins, Shopify themes/apps, APIs, third-party services, and integrations.
- Report bugs to the Development team with clear reproduction steps and relevant technical details.
- Test and verify fixes before communicating resolutions to customers.
- Create and maintain knowledge base articles, setup guides, FAQs, tutorials, and other technical documentation.
- Conduct research on competitors, products, APIs, integrations, and industry trends to identify opportunities for product and feature improvements.
- Provide technical input on product enhancements and new feature ideas.
- Prepare technical research and outlines for YouTube videos, including scripting tutorials and product feature explanations.
- Collaborate with QA, Product, and Development teams to improve product quality and customer experience.
- Maintain accurate internal documentation, technical notes, and support records.

Required Qualifications

- Strong working knowledge of WordPress, including plugins, themes, and troubleshooting techniques.
- Experience with WooCommerce, LearnDash, TutorLMS, or LifterLMS is preferred.
- Basic understanding of Shopify and Shopify Apps, covering installation, permissions, configuration, and integrations.
- Experience supporting SaaS applications is advantageous.
- Basic knowledge of HTML, CSS, PHP, APIs, webhooks, browser Developer Tools, and WordPress debugging.
- Strong analytical and problem-solving skills with the ability to independently investigate and resolve technical issues.
- Excellent written communication skills with a customer-focused approach.
- Ability to prioritize support tickets effectively based on severity and customer impact.
- Comfortable collaborating with QA, Product, and Development teams.
- Quick learner with the ability to grasp new products and technologies rapidly.
- Proficiency in using AI tools for research, troubleshooting, documentation, and productivity, with the ability to verify AI-generated information before application.
- Strong attention to detail and a commitment to continuous learning.

Preferred Qualifications and Benefits

This role extends beyond traditional customer support by offering broad exposure across Technical Support, Quality Assurance, Product Research, Documentation, and Development Coordination. You will have the opportunity to deepen your expertise in WordPress, Shopify, SaaS products, APIs, integrations, and modern AI-assisted workflows. Working remotely within Pakistan, you will be part of a dynamic team dedicated to delivering exceptional customer experiences and innovative product solutions.

If you are passionate about technology and customer support and eager to grow your skills in a collaborative environment, we encourage you to apply. Only shortlisted candidates will be contacted.