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 world’s largest enterprises.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.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.You’ll serve as a technical resource for both customers and internal teams, bridging support and specialized engineering functions in high-impact situations.Support is provided 24/7, so scheduled weekday and weekend shifts, on-call rotations, 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.Your day-to-day work will include:Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday and evening availability, will be a requirement. There will be on-call rotations involving work with government contracts.You are a technical problem-solver who thrives on helping customers, ready to take on more complex challenges while continuing to build your engineering skills.You never stop learning and have a willingness to rapidly learn new technologies and deepen your expertise in areas like PHP, JavaScript, and the WordPress ecosystem.You are curious and love to dig deeper; when an issue is escalated, you’re driven to understand the root cause and document what you learn.Communication is our oxygen: you have excellent written English and can communicate technical concepts to customers and colleagues.You are passionate about customer success and team growth, including mentoring teammates.WordPress expertise with a solid understanding of core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns.Proficient in reading and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript.Understanding of web technologies, including REST APIs, HTTP, DNS, domain management, and version control (primarily Git).Familiarity with software engineering practices, including coding standards, source control workflows, and basic testing concepts.Solid understanding of performance and scalability concepts in WordPress environments, including common causes of slow queries, caching strategies, and resource optimization.Comfortable using monitoring and debugging tools such as New Relic, Kibana, or similar platforms.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-starters who love taking initiative and seeing things through to completion do well.Strong troubleshooting abilities: you can break down complex problems systematically, gather the right information, isolate variables, and work toward resolution (or document findings when escalating).Experience in customer-facing technical roles; experience in enterprise WordPress support or a similar environment where customers expect fast, personal responses is an advantage.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.About AutomatticNow in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more.We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages.We believe in Open Source, and the vast majority of our work is available under the GPL.We are fully-remote with an open vacation policy.Salary range: $55,000 to $85,000 USD – Please note that salary ranges are global, regardless of location, and we pay in local currency.
9 days ago