[Hiring] Support Engineer, VIP @Automattic Careers

Role Description

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.
• Help resolve problems that go beyond standard support workflows.
• Work primarily through Zendesk tickets.
• Collaborate closely with Support Engineers and Customer Success Engineers to ensure timely, high-quality resolutions.
• Build 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.

Qualifications

• Technical problem-solver who thrives on helping customers.
• Background in WordPress development, technical support, or agency work.
• Willingness to rapidly learn new technologies and deepen expertise in areas like PHP, JavaScript, and the WordPress ecosystem.
• Curious and driven to understand root causes of issues.
• Excellent written English and ability to communicate technical concepts clearly.
• Passionate about customer success and team growth.
• Experience in a technical support environment, especially enterprise WordPress support, is highly valued.

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.
• Strong troubleshooting abilities.
• Experience in customer-facing technical roles.

Benefits

• Competitive salary range: $xx,xxx.
• Support provided 24/7, with scheduled shifts and on-call rotations.

What to Expect

Your day-to-day work will include:

• Providing high-quality technical support and consultation through Zendesk tickets and customer calls.
• Handling escalated customer issues that require deeper investigation.
• In-depth debugging that requires close examination of logs and analysis of customer codebases.
• Providing technical guidance to customers on WordPress best practices and performance optimization.
• Building and updating internal and customer-facing documentation.
• Contributing to the continuous improvement of our platform, processes, and customer experience.

About the Team

We are foremost engineers, with varied backgrounds and experiences. Our team is committed to open source, WordPress, and the future of the open web. We care about our customers and share a commitment to helping them achieve their business and creative goals.