WordPress Support Specialist (Contractor)

About Mannix Marketing

Mannix Marketing is an award-winning, full-service digital marketing and web development agency founded in 1996 and based in Glens Falls, NY. We build custom-coded, SEO-optimized WordPress websites for clients across industries including healthcare and senior living, B2B and manufacturing, travel and tourism, and nonprofits. Every site we build is hand-coded — no page builders, no bulky themes — and maintained to WCAG 2.2 AA accessibility standards. We're a fully remote team that takes pride in delivering reliable, measurable results for our clients.

The Role

We're looking for a skilled WordPress Support Specialist to join our team as an ongoing contractor. You'll work within our support queue to handle maintenance, troubleshooting, and administrative requests across a portfolio of custom-coded WordPress client sites. This is a ticket-based, asynchronous-friendly role that requires someone who can work independently, communicate clearly with non-technical clients, and deliver accurate, clean work the first time.

This is not a design or new-build role. It is a maintenance and support role requiring genuine depth in WordPress and server-side fundamentals.

What You'll Do

• Resolve incoming support tickets via Zendesk — content updates, plugin issues, broken layouts, form troubleshooting, and more

• Perform edits and updates on custom-coded WordPress sites (PHP, custom themes, no page builders)
• Manage and troubleshoot hosting issues including cPanel, DNS records, SSL certificates, and domain configuration
• Work with plugins including ACF Pro, Gravity Forms, Classic Editor, Yoast SEO, and Custom Post Type UI
• Assist with Google Workspace administration tasks including user management, email setup, and permissions
• Identify and escalate issues that require developer-level intervention

• Communicate clearly and professionally with clients and internal team members when explaining technical issues in plain language

You Must Have

• 3+ years of hands-on WordPress experience working with custom-coded themes — not page builders

• Demonstrable experience with custom PHP and WordPress template hierarchy
• Comfort working in sites built without Gutenberg, Elementor, Divi, Beaver Builder, or similar tools
• Experience with cPanel, DNS management, SSL installation/renewal
• Familiarity with ACF Pro, Gravity Forms, Classic Editor, and Yoast SEO
• Experience using a ticketing system (Zendesk strongly preferred)
• Ability to write custom CSS — no Tailwind, no Bootstrap

• Strong written communication skills — you'll often be the first point of contact for clients describing issues

Strongly Preferred

• Google Workspace admin experience (adding users, configuring email, managing aliases and permissions)

• Familiarity with WCAG 2.2 AA accessibility standards
• Experience supporting an agency client portfolio (multiple sites simultaneously)

• Upwork or other platform profile with verifiable reviews from support/maintenance work

What We're NOT Looking For

We want to be direct to save everyone time. Please do not apply if:

• Your WordPress experience is primarily with Elementor, Divi, Beaver Builder, or other page builders

• You have not worked with custom PHP themes or hand-coded WordPress sites
• You have no experience with a ticketing or help desk system

• Your portfolio consists mainly of site builds rather than ongoing maintenance and support work

Work Arrangement

• Remote — work from anywhere with reliable internet

• Availability: Eastern Time business hours preferred; some asynchronous flexibility available
• Engagement type: 1099 contractor, ongoing — hours vary by ticket volume

• Rate: $15–$35/hr depending on experience and demonstrated skill