Web Support Developer

We are seeking a Web Support Developer to join our creative, collaborative digital marketing agency based in Hoxton, East London. HdK is a small agency with a big reputation for developing digital solutions, building websites, and running marketing campaigns for clients in the arts, culture, and heritage sectors in the UK and beyond. This role will report to the Web Support Manager.

In this role, you’ll foster strong client relationships, ensuring client satisfaction by delivering timely web support. You will work with HdK clients such as English National Ballet, Alexandra Palace, and the Arts Council of England, bringing exceptional communication skills, problem-solving ability, and an understanding of the arts and culture landscape.

So, what does a day in the life of a Web Support Developer look like?

Your day to day would be working through our support system (Freshdesk), solving problems, updating websites and working collaboratively in the team.

Communication
You’ll have the opportunity to work with many different people, whether internally with our talented team members and freelancers, or externally with our clients. This means communication is key. Whether by email, phone, video call or in-person, an open and friendly attitude is essential.

Managing Priorities
We work with a lot of amazing organisations on a daily basis. Being able to juggle multiple support tickets and prioritise tasks effectively is really important for this role. It can often be a fast-paced environment, but it is always exciting with the help of our supportive team.

Problem Solving
We’re a naturally curious bunch, and as such are always looking for solutions to our clients’ everyday problems. Whether strategising with internal systems or getting stuck into a new tool or plug in for a client, problem solving is a big part of the role!

Quality Assurance Testing
A keen eye for detail is required to ensure that high standards are maintained through the development of new features for our client websites, both in testing updates or in completing pre-deployment QA testing.

Working With New Tools
We work with a lot of different tools! The digital projects we work on typically involve integrating WordPress with other systems such as ticketing APIs, content paywalls, CRMs, content archives and e-commerce. An open approach to using new systems is important. Take a look at our website for case studies of recent projects.

Social Responsibility:
As a B Corp company who works in the arts and cultural industry, we understand our social responsibility to accessibility and sustainability. The Web Support Developer will help HdK build more sustainable digital practices through our projects as well as build on the excellent work to date to make our sites more accessible to all users.

Expanding Roles
We are a small but ever growing team, so there is always the opportunity to expand your expertise across the web development and marketing arm of HdK. Be prepared to be introduced to other interesting areas of the business.  This is a varied role with lots of scope to learn new skills, make great contacts and get creative.

Website Support & Maintenance

• Respond to client support tickets, investigate reported issues, and provide clear, helpful updates.
• Maintain and update WordPress websites, including plugin, theme, and core updates.
• Troubleshoot common website issues such as broken layouts, plugin conflicts, or slow performance.
• Test, stage, and deploy website changes in coordination with the wider team.

Technical Troubleshooting

• Assist in diagnosing and resolving hosting, DNS, and SSL issues.
• Work with senior developers to analyse and fix PHP, CSS, or JavaScript errors.
• Use browser developer tools and basic command-line utilities (e.g. ping, dig, curl) to investigate connectivity or configuration problems.

Client Communication

• Communicate effectively with clients via email or ticketing systems, translating technical findings into clear, accessible language.
• Collaborate with internal teams to ensure smooth issue resolution and high service quality
• Maintain accurate time usage of client support packages

Ongoing Improvement

• Document recurring issues and contribute to our internal knowledge base.
• Learn from senior colleagues and proactively expand your understanding of web technologies, hosting, and support processes.
• Track monthly figures as part of Dashboard reports to help make longer term improvements

New business

• Write occasional blog posts and contribute to webinars surrounding your areas of expertise.
• Support the team to write proposals and client reports.
• Support the team to prepare pitches.

Essential:

• Basic understanding of HTML, CSS, PHP, and WordPress.
• Good troubleshooting and problem-solving skills.
• Clear written and verbal communication skills.
• Ability to manage multiple support requests with attention to detail.
• Eagerness to learn and develop technical and client-facing skills.
• Excellent people skills

Desirable:

• Familiarity with DNS, SSL, or website hosting environments.
• Experience using cPanel, Git, or WP-CLI.
• Understanding of Google Analytics, Tag Manager, or similar tools.
• Interest in website performance and optimisation.
• Experience with a ticket desk system similar to Freshdesk

• Help to amplify the voices and stories of arts and cultural organisations across the UK, Europe and the States
• Contribute to the success of a company focused on environmental responsibility, recently awarded BCorp status.

• Full time, Monday – Friday, hybrid working – office minimum 2 days a week. 
• £27,000 – £30,000 (dependent on experience)
• 25 days holiday plus bank holidays totalling 33 days a year (6.5 weeks)
• Read more about our current company benefits

• Vibrant and creative studio in the buzzing area of Hoxton, East London
• Hybrid working – currently working in the office two days a week
• Close-knit and friendly team with regular social events
• Supportive and nurturing environment committed to both personal and professional development opportunities, including industry events, internal training and a £500 annual training allowance