Team: Support Desk

Location: Melbourne-based (Timezone)  - Remote

Work Schedule: 8:00 AM to 5:00 PM AEST, Monday to Friday (40h week)

About the role

We are hiring a versatile Support Desk Developer with strong WordPress development and Node.js + Next.js experience. You will work across support tickets, enhancements, bug fixes, performance improvements, and occasional internal projects. This role suits someone who enjoys variety, can diagnose issues quickly, communicates clearly, and takes pride in delivering reliable outcomes.

You will be client-facing at times, so professionalism, responsiveness, and the ability to explain technical issues in plain language are important.

Key Responsibilities

• Triage, estimate, and deliver support desk tickets across WordPress and Node.js / Next.js projects.

• Build and maintain custom WordPress themes and plugins, including Gutenberg blocks and advanced custom functionality.

• Develop, maintain, and troubleshoot Next.js applications, including routing, SSR/SSG, API routes, and integration patterns.

• Debug production issues efficiently (logs, error traces, performance bottlenecks), and implement safe fixes with minimal disruption.

• Work with Git-based workflows (branches, PRs, reviews), and maintain clean, well-documented code.

• Improve site and app performance, stability, and security (caching, query optimisation, dependency management, hardening).

• Coordinate with project managers, designers, and other developers to deliver fixes and enhancements with clear communication.

• Maintain high standards for QA, testing, rollback planning, and deployment hygiene.

Essential skills and experience

• Node.js and Next.js (essential): confident building and supporting production-grade Next.js apps.

• WordPress development (essential): strong custom development across themes, plugins, and WordPress core concepts.

• Strong PHP fundamentals and modern WordPress best practice (actions/filters, WP_Query, REST API, hooks).

• Strong JavaScript/TypeScript fundamentals, and modern front-end patterns (React experience preferred given Next.js).

• Solid experience with Git (branching strategies, pull requests, resolving conflicts, code reviews).

• Experience debugging and maintaining existing codebases, including legacy WordPress builds.

• Strong understanding of web fundamentals: HTTP, caching, cookies, CORS, security basics, performance profiling.

• Confident communicator: can write clear ticket updates, ask the right questions, and explain technical choices.

Highly regarded (nice to have)

• DevOps / server management experience, including any of:

  • DigitalOcean, WP Engine, Kinsta

  • Docker and container-based local or deployment workflows

  • AWS services such as S3 buckets (or equivalent object storage)

  • CI/CD pipelines (GitHub Actions, Bitbucket Pipelines, etc.)

  • Nginx/Apache, PHP-FPM, SSL, DNS, email deliverability basics

   

• Experience with monitoring and debugging tools (Sentry, New Relic, Datadog, Cloudflare, etc.)

• WooCommerce support and customisation experience (high-volume stores a plus).

• Experience working within an agency support desk environment, including SLA-driven delivery.

What success looks like

• You resolve tickets efficiently with high quality and minimal rework.

• You communicate early and clearly when scope changes, blockers appear, or additional info is required.

• You produce stable fixes that do not introduce regressions, and you document key decisions.

• You contribute to improving internal processes (repeatable fixes, checklists, automation, templates).

Personal attributes

• Reliable, responsive, and comfortable working at pace.

• Strong attention to detail and pride in clean implementation.

• Calm under pressure, with a practical approach to troubleshooting.

• Collaborative mindset and comfortable working with feedback and reviews.

Independent Contractor Perks

• Permanent work from home

• Immediate hiring

 

 

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