Customer Success Engineer, VIP

Automattic
United States
Workplace: RemoteFull timeUSD 70,000 - 170,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Written communication","Customer focus","Troubleshooting","Self-motivation","Collaboration"]

Provide advanced technical support and consultation to enterprise WordPress VIP customers, handling complex issues from Zendesk tickets and customer calls. Serve as a bridge between support and specialized engineering during high-impact incidents, delivering architectural guidance and deep debugging through log and codebase analysis. Build and update internal and customer-facing documentation while contributing to continuous improvements. Support is 24/7 with scheduled weekday/weekend shifts and some holiday and evening coverage.

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FursaFursa
Automattic
Automattic
6 months ago

Customer Success Engineer, VIP

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide advanced technical support and consultation to enterprise WordPress VIP customers, handling complex issues from Zendesk tickets and customer calls. Serve as a bridge between support and specialized engineering during high-impact incidents, delivering architectural guidance and deep debugging through log and codebase analysis. Build and update internal and customer-facing documentation while contributing to continuous improvements. Support is 24/7 with scheduled weekday/weekend shifts and some holiday and evening coverage.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Provide high-quality technical support and consultation via Zendesk tickets and customer calls.
  • •Handle complex and urgent customer situations, including incident response and escalations.
  • •Perform in-depth debugging using logs and analysis of customer codebases, collaborating with engineering teams.
  • •Provide architectural guidance to customers on WordPress implementations.
  • •Build and update internal and customer-facing documentation while contributing to platform and process improvements.

Pay and Benefits

Salary: USD 70,000 - 170,000 annually

Key Requirements

  • •US-based position; candidates must be based in the United States and hold United States citizenship.
  • •Expert WordPress knowledge, including the underlying codebase, themes, plugins, block editor, e-commerce, WP-CLI, and advanced concepts like hooks and filters.
  • •Proficiency reading, writing, and troubleshooting code in HTML, CSS, PHP, and JavaScript.
  • •Strong understanding of web technologies such as REST APIs, HTTP, DNS, domain management, reverse proxy, and version control (Git and SVN).
  • •Experience in customer-facing enterprise support with excellent written English communication and advanced troubleshooting skills.
Experience:Enterprise supportOpen sourceWordPress
Skills:Written communicationCustomer focusTroubleshootingSelf-motivationCollaboration
Languages:English
Tech Stack:WordPressZendeskZendesk ticketsWP-CLIREST APIsHTTPDNSDomain managementReverse proxyGitSVNHTMLCSSPHPJavaScriptKibanaNew Relic

Eligibility

Nationality:US National

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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