Engage in solving complex customer issues while collaborating with cross-functional teams to improve WordPress plugins through direct development and customer support.
Company Overview
LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we’ve built a reputation for delivering high-quality operational and back-office support, helping our clients scale efficiently. Our team consists of highly skilled and passionate professionals who are dedicated to providing exceptional service, technical expertise, and seamless support to our clients.
Position Overview
We are seeking a Senior WordPress Plugin Developer – Tier 3 Technical Support with strong WordPress development skills to join a growing WordPress plugin company. This role is a hybrid of advanced technical support and development - ideal for someone who can both solve complex customer issues and contribute directly to the product through bug fixes, improvements, and documentation. You will work closely with the founder, support team, and QA to ensure customers receive high-quality technical support while also helping to maintain and improve the plugins.
Key Responsibilities
Handle advanced customer support tickets involving form logic failures, integration conflicts, performance issues, and unexpected behavior.
Reproduce, diagnose, and resolve bugs by writing high-quality PHP/JavaScript code using WordPress and Gravity Forms APIs.
Ensure all code follows WordPress Coding Standards (PHP, HTML, CSS, JS)—with proper sanitization, escaping, nonces, i18n, and security practices.
Use AI tools responsibly—to validate structure, suggest improvements, or check standards—but always apply engineering judgment to the final output.
File clear, actionable GitHub issues with environment details, reproduction steps, and proposed solutions.
Deploy tested fixes and small enhancements to production.
Collaborate with support, QA, and product to reduce backlog and improve system reliability.
Participate in weekly syncs with the founder and team to align on priorities and customer pain points.
(Optional) Review AI-generated documentation for technical accuracy.
Qualifications
5+ years of professional WordPress plugin development—building, maintaining, or extending plugins at scale.
Proven ability to write clean, secure, and maintainable code that adheres to WordPress Coding Standards.
Strong command of PHP, JavaScript, and WordPress internals (hooks, REST API, capabilities, data handling).
Experience in Tier 3 support, advanced debugging, or customer-facing engineering—you’re comfortable explaining technical trade-offs to non-developers.
Familiarity with version control (Git/GitHub), issue tracking, and collaborative development workflows.
Ability to deconstruct complex problems and communicate your reasoning clearly (in writing and verbally).
Self-motivated, detail-oriented, and able to balance reactive support with proactive development.
Experience with Gravity Forms (hooks, add-ons, custom fields, entry lifecycle) is a strong advantage—but not required. Fast learners are welcome.
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