Full-Time Support Engineer WordPress VIP

WordPress VIP is the world's leading enterprise content management platform. We help the world's largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress. 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. 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 of our high-touch, concierge, technical support.
• Helping customers and teammates primarily through Zendesk tickets and real-time discussions. This involves research, 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.

Requirements:

• 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.
• 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.
• Experience with theme, plugin, block editor, or e-commerce.
• Experience reading code to diagnose and resolve problems and have experience with WP-CLI, hooks and filters, imports, etc.

Useful skills:

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

Support Engineers connect the dots for our customers.

Your day-to-day work may include:

• 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.
• Working directly with FedRAMP customers.

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.

This isn't your typical work-from-home job. We are a fully-remote company with an open vacation policy.

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