Customer Success Engineer, WordPress VIP

Summary

WordPress VIP, the enterprise division of Automattic, is the world’s leading agile content management platform. Our suite of open solutions and services brings the ease and agility of WordPress to the heart of the largest enterprises in the world. Our large and growing ecosystem of technologies, services, and integrations is designed to bring the freedom and power of open source to our customers, which include Meta, CNN, Salesforce, and hundreds more. The Customer Success Engineer role is responsible for ensuring our customers’ ultimate technical success in scaling, building, and deploying world-class applications on top of our powerful platform. In this diverse, customer-facing role, you will provide technical support and architectural consulting and advice to customer teams and leadership, primarily in Zendesk tickets. You’ll solve complex, often mission-critical problems with customer deployments and applications. You’ll also promote platform knowledge and feature adoption to our customers. As an integral part of a support or consulting squad at WordPress VIP, you’ll focus on our customers’ technical needs and goals, working directly in tickets to investigate and debug with them and, on some teams, joining customer calls to advance longer-term initiatives. 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.

Qualifications

• • You are an engineer with a drive for real-world outcomes. You may have a background as a full-stack engineer or as an engineer in enterprise or media — but you are ready to roll up your sleeves and work directly with a wide spectrum of interesting global customers.
• • You have a solid understanding of modern PHP. You may also have roots in modern JavaScript — either front-end application frameworks or Node.js.
• • You will never stop learning. You have a willingness to rapidly learn new technologies and an excitement to debug unfamiliar applications.
• • You have excellent written English and can effectively communicate with customers and colleagues, sometimes under stressful circumstances. Communication is our oxygen and the basis of everything we do.
• • You like actively solving problems. You are excited by the idea of deep, collaborative problem-solving on a regular basis and motivated by the prospect of what you’ll learn along the way.
• • You are obsessed with helping others succeed and love working directly with customers. Bonus points if you have previous experience in an enterprise support environment.

• You may have experience with some of the following:

  • • software engineering industry standards across the full lifecycle, coding standards and team coding practices, source control (primarily Git), build processes, testing methodologies, and cloud infrastructures.
• • On certain teams in this role, candidates must be based in the United States, undergo background checks as required, and hold American citizenship. These are not requirements for every opening in this role, however.

Additional Information and Instructions

Salary range: $70,000-$170,000 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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