Customer Success Engineer, VIP

Job Description

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 world’s largest enterprises. 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 providing advanced technical support and consultation to our enterprise customers. In this customer-facing role, you will handle complex technical challenges, provide architectural guidance, and solve mission-critical problems with customer deployments and applications. You’ll work primarily through Zendesk tickets, while also participating in customer calls, to advance longer-term technical initiatives and build trusted customer relationships.

You’ll serve as a technical resource for both customers and internal teams, bridging support and specialized engineering functions during high-impact situations. Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday and evening availability, will be a requirement. Our customers are global and rely on our team to provide expedient support at any time of day.

About You

• You are an engineer who thrives on solving real-world problems. You may have a background in full-stack development, enterprise support, or media technology, and you’re ready to apply your technical skills directly with a wide spectrum of interesting global customers.
• You never stop learning. You have a willingness to rapidly learn new technologies, and are excited by the challenge of debugging complex, unfamiliar applications.
• You are curious and love to get to the root cause of an issue. You’re not satisfied with surface-level fixes and are driven to solve problems not once, but twice: fixing the immediate issue, and preventing it from happening again.
• You have excellent written English and can effectively communicate technical concepts to 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 engaging regularly in deep, collaborative problem-solving, and motivated by what you learn along the way.
• You are obsessed with helping others succeed, and love working directly with customers. Experience in an enterprise support environment is highly valued.

Technical Requirements

• WordPress expertise with a solid understanding of the underlying codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks and filters, imports, and other advanced WordPress concepts.
• Proficient in reading, writing, and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript.
• Understanding of web technologies including REST APIs, HTTP, DNS, domain management, reverse proxy, and version control (primarily Git, also SVN).
• Experience with software engineering practices, including coding standards, team coding practices, source control, build processes, testing methodologies, and cloud infrastructures.
• Advanced understanding of scalability, performance, and security issues in enterprise environments.
• Proficiency with monitoring and debugging tools such as Kibana and New Relic.

Requirements

• US-based position. Candidates must be based in the United States, undergo background checks as required, and hold United States citizenship.
• Excellent communication skills. We’re a distributed team, so frequent and clear written communication is crucial. You must be able to explain complex technical issues in accessible ways.
• Self-motivated work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams.
• Advanced troubleshooting abilities. You can take complex problems and break them down into manageable pieces with elegant solutions.
• Experience in customer-facing roles in an enterprise support environment.

What to Expect

Your day-to-day work will include:

• Providing high-quality technical support and consultation through Zendesk tickets and customer calls.
• Handling complex and urgent customer situations, including incident response and escalations.
• In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams.
• Providing architectural guidance to customers on WordPress implementations.
• Building and updating internal and customer-facing documentation.
• Contributing to the continuous improvement of our platform, processes, and customer experience.

Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday and evening availability, will be a requirement.

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.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. #LI-DNI