Customer Success Engineer, WordPress 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 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.

About You

• 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.

Salary range: $70,000-$170,000 USD - Please note that salary ranges are global, regardless of location, and we pay in local currency. Read more about our compensation philosophy and benefits.

What to Expect

We know applying to jobs can be stressful, and we want to ease the anxiety by providing clear expectations up front about what to expect from our process. We’ve outlined everything you need to know here, including all of the steps in the process, as well as how we approach hiring. (Note: For the Customer Success Engineer position at WordPress VIP, we conduct the coding challenge before the Slack interview.) We’re always iterating — please feel free to offer feedback on what else we can include there!

About the Team

We are first and foremost engineers, though our backgrounds and experiences in life and career vary. We typically have a deep background in either WordPress development itself (some of us are long time developers/contributors, experienced themers, or plugin developers) and/or the web (others of us are devs with backgrounds in media or general technology). All of us have a deep interest in code and learning, plus a commitment to open source, WordPress, and the future of the open web.

We are also passionate advocates for our customers. We are unafraid of ambiguous or challenging situations involving code, humans, or both. We understand the wider and human contexts of technical decisions. We are able to communicate effectively across cultures and organizations, sometimes in difficult situations. We are most engaged when solving truly interesting problems collaboratively. We care about our customers and share a commitment to helping them achieve their goals.