Customer Success Engineer, VIP
Automattic Careers4 months ago
Base Salary
$70k - $150k/yr
Responsibilities
- Provide technical support and consultation through Zendesk tickets and customer calls.
- Handle complex and urgent customer situations, including incident response and escalations.
- Debug customer applications through detailed log analysis and examination of customer codebases.
- Collaborate with engineering teams to resolve high-impact technical issues.
- Provide architectural guidance for WordPress implementations.
- Create and maintain internal and customer-facing documentation.
- Contribute to improvements in the platform, processes, and customer experience.
Requirements
- Candidates must be based in the United States, hold United States citizenship, and undergo required background checks.
- Experience in customer-facing roles within an enterprise support environment is required.
- Strong WordPress expertise, including its codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks, filters, and imports.
- Ability to read, write, and troubleshoot HTML, CSS, PHP, and JavaScript.
- Understanding of REST APIs, HTTP, DNS, domain management, reverse proxies, Git, and SVN.
- Experience with software engineering practices, source control, build processes, testing methodologies, and cloud infrastructures.
- Advanced troubleshooting skills and understanding of scalability, performance, and security issues in enterprise environments.
- Proficiency with monitoring and debugging tools such as Kibana and New Relic.
- Excellent written English and ability to communicate complex technical concepts clearly.
- Availability for scheduled weekday and weekend shifts and some holiday and evening coverage.
Benefits
- Fully remote work arrangement.
- Open vacation policy.
- Scheduled weekday and weekend shifts, with some holiday and evening availability required for 24/7 support.
Tech Stack
Categories
Solutions Engineering
About Automattic Careers
We are the people behind WordPress.com, Day One, WooCommerce, Jetpack, Tumblr, WordPress VIP, Simplenote, Longreads, Crowdsignal, Atavist, and more. We're proud to be a distributed company, with more than 1,730 Automatticians in 92 countries (and counting), speaking 116 different languages. We're hiring! https://automattic.com/work-with-us/