"Web Support Engineer"

As a Web Support Engineer, you will be a key player on the Digital Team, reporting directly to the Associate Director of Digital Research and Operations. This role is instrumental in providing an exceptional user support experience for the university web/digital community. We are looking for a candidate with a strong blend of technical expertise and a proven track record in web support operations and training. If you are customer-service oriented, possess excellent interpersonal skills, and thrive in a fast-paced environment supporting web operations and cross-functional teams, you will be a great fit.

Responsibilities

• Conduct comprehensive training sessions for diverse client groups on core WordPress principles and the functionalities of UMC digital theme components.
• Facilitate the onboarding, ongoing training, and skill enhancement of web editors, content managers, developers, and other cross-functional team members.
• Collaborate with the Associate Director to formulate and execute group training initiatives.
• Support the Associate Director in the creation of a digital training library.
• Serve as the main point of contact for technical inquiries originating from clients, upholding a high standard of customer service.
• Efficiently diagnose and resolve a wide array of technical bugs and issues for multiple clients within a dynamic and expedited operational setting.
• Maintain the ticketing system for effective issue tracking and management.
• Collaborate with senior developers in offering technical issue resolution.
• Oversee the maintenance of internal knowledge management systems.
• Manage support documentation systems tailored for designers and developers.
• Provide training to web editors on fundamental web accessibility principles.
• Support the Associate Director in the creation of new training content focused on web accessibility.
• Stay current with best practices in the fields of web accessibility.

Minimum Qualifications

• Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
• Bachelor's degree in computer science / information systems or a related field, or equivalency (one year of education can be substituted for two years of related work experience).
• 3+ years of experience in web development support with a proven track record of successful projects.
• 2+ years of experience in technical support roles.
• 2+ years of experience working within a Content Management System (CMS), with a strong preference for WordPress.
• 1+ years of experience in technical testing and support tools.
• Proven experience conducting training sessions for large groups.
• Experience working in a fast-paced digital agency environment.
• Prior experience in higher education is preferred.
• Relies on experience and judgment to plan and accomplish goals.
• Technical Skills: Strong hands-on coding skills and technical proficiency. Proficiency in WordPress, HTML, CSS, JavaScript, and PHP. Proficiency in documentation and ticketing systems. Basic knowledge of web accessibility principles and a strong willingness to learn more. Basic knowledge of GitHub and WP Engine pipelines.

Preferences

• Key Traits We're Looking For: You're a Fast, Careful Worker: You pay close attention to details and respond quickly to people's needs. You Love to Learn: You're always looking for ways to get better at what you do. You Take Charge: You don't wait for problems to happen; you actively look for solutions. You Keep Your Cool: You handle stressful, high-pressure situations with patience and a calm attitude. You're a Team Player: You understand that we're stronger when we work together. You're Humble: You're open to listening, receiving feedback, and changing course with ease.