Support Engineer, VIP

Automattic
United States
Workplace: RemoteFull timeUSD 55,000 - 85,000 annuallyFunction: Product ManagementSkills: ["Communication","Troubleshooting","Collaboration","Mentoring","Customer-facing"]

Provide advanced technical WordPress support to enterprise customers, bridging 24/7/holistic technical troubleshooting with clear guidance. Tackle escalated issues, debug across languages (PHP/JavaScript/HTML/CSS), and collaborate with engineering teams to resolve complex platform problems while mentoring teammates and contributing to documentation.

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FursaFursa
Automattic
Automattic
3 months ago

Support Engineer, VIP

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide advanced technical WordPress support to enterprise customers, bridging 24/7/holistic technical troubleshooting with clear guidance. Tackle escalated issues, debug across languages (PHP/JavaScript/HTML/CSS), and collaborate with engineering teams to resolve complex platform problems while mentoring teammates and contributing to documentation.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
  • •Handle escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios.
  • •Perform in-depth debugging by examining logs and customer codebases and collaborating with engineering teams.
  • •Provide technical guidance to customers on WordPress best practices, performance optimization, and common implementation patterns.
  • •Build and update internal and customer-facing documentation and contribute to platform/process improvements.

Pay and Benefits

Salary: USD 55,000 - 85,000 annually

Key Requirements

  • •WordPress expertise with core concepts (themes, plugins, hooks and filters, WP-CLI, imports; familiarity with Gutenberg and WooCommerce is a plus)
  • •Proficiency in reading/troubleshooting code in HTML, CSS, PHP, and JavaScript; able to write small snippets or patches
  • •Understanding of web technologies (REST APIs, HTTP, DNS, domain management, Git); familiarity with reverse proxy and caching layers helpful
  • •Familiarity with software engineering practices (coding standards, source control workflows, basic testing) and collaborating with engineering teams
  • •Strong troubleshooting abilities and a customer-facing mindset; experience in enterprise WordPress support is valued
Experience:WordPressEnterprise
Skills:CommunicationTroubleshootingCollaborationMentoringCustomer-facing
Languages:English
Tech Stack:WordPressPHPJavaScriptHTMLCSSWP-CLIWooCommerceREST APIsGitNew RelicKibana

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Automattic
Automattic builds and operates web publishing and commerce products including WordPress.com, WooCommerce, Jetpack, Tumblr, and WordPress VIP, providing hosting, developer tools, and services to help individuals and businesses publish and sell online.
Industry: Publishing
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2005
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