Support Engineer, WordPress VIP

Summary

Our customer-facing support engineer role at WordPress VIP requires a mix of troubleshooting and debugging experience. Past development experience is a plus. As a pioneering remote company, we rely on clear, continuous communication to keep colleagues and stakeholders informed — so outstanding communication skills are a must. You’ll work directly with both customer and agency developers, sometimes side by side with our Customer Success engineers, on some of the highest-profile and highest-traffic WordPress sites in the world. We are looking for people with compassion, writing skills, accountability, and WordPress knowledge.

Responsibilities

• • Maintaining the quality, accuracy, and thoroughness that is part of our high-touch, concierge, technical support.
• • Helping customers and teammates primarily through Zendesk tickets and real-time discussions. This involves some combination of research skills, technical tools and processes, detailed error reports, documentation, and debugging.
• • Handling fast-moving situations, including urgent customer tickets and incidents.
• • One-off projects involving complex dependencies and multiple partners.
• • Observing and relaying chances to improve our platform, services, and overall offering.
• • Building and updating internal and customer-facing documentation.

Required Skills

• • A strong understanding of the web, including familiarity with HTML, CSS, PHP, JavaScript, REST APIs, HTTP, DNS, and SVN or Git.
• • Experience working primarily in a customer-facing role, including support and training.
• • Understanding of issues around scalability, performance, and security.
• • Exposure to monitoring tools such as Kibana and New Relic.

Qualifications

• • Excellent communication. We’re a distributed team, so frequent and clear written communication is crucial.
• • Self-motivated work ethic. Self-starters, who love taking initiative and seeing things through to completion, do well on our teams.
• • Curiosity and the desire to learn. Keeping updated with changing WordPress and technology trends on behalf of our teams and customers, often training others once proficient. Flexibility is key.
• • Proficiency and eloquence in written English. Additional spoken or written languages can be beneficial.
• • Superb troubleshooting. You can take big problems and break them down into manageable pieces with elegant solutions.
• • Deep knowledge of WordPress and some understanding of the underlying code. Whether you are currently supporting individuals with their sites or maintaining your own, we’re looking for theme, plugin, block editor, or e-commerce experience. For many of our customer tickets, it’s important to be able to read the code when diagnosing and resolving problems and have experience with WP-CLI, hooks and filters, imports, etc.

Additional Information and Instructions

Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday availability, will be a requirement. Our customers are global and rely on our team to provide expedient support at any time of day. Support engineers connect the dots for our customers. Your day-to-day work may include much of the following: Providing customers with the best possible first impression of WordPress VIP. Continuous improvement of our product feedback cycle, documentation, tooling, and processes. Debugging that requires close examination of logs, diving into customer codebases, and collaborating with wider engineering. White-glove support for our highest-profile customers, including longer-term initiatives and customer calls on some teams. Working directly with FedRAMP customers, upholding security and necessary support processes. Salary range: $40,000-$75,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated for the right candidate.

About Automattic

We are the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place. We’re a distributed company with more than 1900 Automatticians in 96 countries speaking 120+ different languages. And, even more than growth and profitability (although we’re plenty profitable), above all, we’re driven by a mission: We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.

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