Support Engineer, VIP
Automattic Careers
- New York, New York, United States
- New York, New York, United States
À propos
The Support Engineer role is responsible for providing advanced technical support to our enterprise customers, serving as an escalation point for complex issues that require deeper investigation. In this customer-facing role, you will handle challenging debugging scenarios, troubleshoot intricate application and platform issues, and help resolve problems that go beyond standard support workflows. You’ll work primarily through Zendesk tickets, collaborating closely with Support Engineers and Customer Success Engineers to ensure timely, high-quality resolutions while building your technical expertise and customer relationships.
Support is provided 24/7, so scheduled weekday and weekend shifts, on‑call rotations, holiday and evening availability are required.
About You
You are a technical problem‑solver who thrives on helping customers. You may have a background in WordPress development, technical support, or agency work, and you’re ready to take on more complex challenges while continuing to build your engineering skills. You enjoy the variety of working with a wide spectrum of interesting global customers.
You are curious and love to dig deeper. When an issue is escalated to you, you’re not satisfied with surface‑level fixes. You’re driven to understand the root cause and to document what you learn, so the team can benefit from your investigation.
Communication is our oxygen and the basis of everything we do. You have excellent written English and can communicate technical concepts to customers and colleagues, even when things go wrong. You know how to translate complex debugging findings into clear, actionable guidance. You like actively solving problems, and helping others solve them too. You enjoy collaborative troubleshooting, whether that’s pairing with a Support Engineer on a tricky ticket, or consulting with a CSE on a deeper platform issue. Customer support, and what you learn solving customer problems, drive you.
You are passionate about customer success and team growth. You love working directly with customers and find satisfaction in mentoring teammates. Experience in a technical support environment—especially enterprise WordPress support—is highly valued.
Technical Requirements
WordPress expertise with a solid understanding of core concepts , including themes, plugins, hooks and filters, WP‑CLI, imports, and common troubleshooting patterns. Familiarity with the block editor (Gutenberg) and ecommerce solutions (WooCommerce) is a plus.
Understanding of web technologies , including REST APIs, HTTP, DNS, domain management, and version control (primarily Git). Familiarity with reverse proxy configurations and caching layers is helpful but not required.
Familiarity with software engineering practices , including coding standards, source control workflows, and basic testing concepts. Experience working alongside engineering teams or contributing to team repositories is valued.
Solid understanding of performance and scalability concepts in WordPress environments , including common causes of slow queries, caching strategies, and resource optimization. Security awareness and familiarity with common vulnerabilities are welcome but not required.
Comfortable using monitoring and debugging tools
such as New Relic, Kibana, or similar platforms to investigate application behavior, identify errors, and trace performance issues.
Requirements
US‑based position.
Candidates must be based in the United States, undergo background checks as required, and hold American citizenship.
Self‑motivated and collaborative work ethic.
Self‑stagers who love taking initiative and seeing things through to completion do well on our teams.
Strong troubleshooting abilities.
You can take complex problems and break them down systematically, identifying root causes through methodical investigation. You know how to gather the right information, isolate variables, and work toward resolution—or clearly document your findings when escalating.
Experience in customer‑facing technical roles.
You’ve worked directly with customers in a support, agency, or consulting environment, and understand how to balance technical accuracy with clear, empathetic communication. Experience in enterprise WordPress support or a similar environment where customers expect fast, personal responses is an advantage.
What to Expect
Providing high‑quality technical support and consultation through Zendesk tickets and customer calls.
Handling escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios.
In‑depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams.
Providing technical guidance to customers on WordPress best practices, performance optimization, and common implementation patterns.
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, on‑call rotations, holiday and evening availability are required.
Salary range:
$55,000 to $85,000 USD.
We’re a fully‑remote company with an open vacation policy.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. Automattic participates in the E‑Verify program in certain locations, as required by law.
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Compétences linguistiques
- English
Avis aux utilisateurs
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