Support Engineer, VIP

Jobs Support Engineer, VIP Support Engineer, VIP 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. Our large and growing ecosystem of technologies, services, and integrations is designed to bring the freedom and power of open source to our customers, who include Meta, CNN, Salesforce, and hundreds more. 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, and help resolve problems that go beyond standard support workflows. 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. About You You are a technical problem-solver who thrives on helping customers. You may have a background in WordPress development, technical support, or agency work, and you're ready to take on more complex challenges while continuing to build your engineering skills. You enjoy the variety of working with a wide spectrum of interesting global customers. You never stop learning. You have a willingness to rapidly learn new technologies and deepen your expertise in areas like PHP, JavaScript, and the WordPress ecosystem. You're excited by the challenge of debugging unfamiliar applications and expanding your technical toolkit. You are curious and love to dig deeper. When an issue is escalated to you, you're not satisfied with surface-level fixes. You're driven to understand the root cause and to document what you learn, so the team can benefit from your investigation. Communication is our oxygen and the basis of everything we do. You have excellent written English and can communicate technical concepts to customers and colleagues, even when things go wrong. You know how to translate complex debugging findings into clear, actionable guidance. You like actively solving problems, and helping others solve them too. You enjoy collaborative troubleshooting, whether that's pairing with a Support Engineer on a tricky ticket, or consulting with a CSE on a deeper platform issue. Customer support, and what you learn solving customer problems, drive you. You are passionate about customer success and team growth. You love working directly with customers and find satisfaction in mentoring teammates. Experience in a technical support environment—especially enterprise WordPress support—is highly valued. Technical Requirements WordPress expertise with a solid understanding of core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns. Familiarity with the block editor (Gutenberg) and ecommerce solutions (WooCommerce) is a plus. Proficient in reading and troubleshooting code in multiple languages , including HTML, CSS, PHP, and JavaScript. You should be comfortable navigating unfamiliar codebases to identify issues and able to write small code snippets or patches when needed. Understanding of web technologie s, including REST APIs, HTTP, DNS, domain management, and version control (primarily Git). Familiarity with reverse proxy configurations and caching layers is helpful but not required. Familiarity with software engineering practices , including coding standards, source control workflows, and basic testing concepts. Experience working alongside engineering teams or contributing to team repositories is valued. Solid understanding of performance and scalability concepts in WordPress environments , including common causes of slow queries, caching strategies, and resource optimization. Security awareness and familiarity with common vulnerabilities are welcome but not required. Comfortable using monitoring and debugging tools such as New Relic, Kibana, or similar platforms to investigate application behavior, identify errors, and trace performance issues. 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. Self-starters who love taking initiative and seeing things through to completion do well on our teams. Strong troubleshooting abilities. You can take complex problems and break them down systematically, identifying root causes through methodical investigation. You know how to gather the right information, isolate variables, and work toward resolution—or clearly document your findings when escalating. Experience in customer-facing technical roles. You've worked directly with customers in a support, agency, or consulting environment, and understand how to balance technical accuracy with clear, empathetic communication. Experience in enterprise WordPress support or a similar environment where customers expect fast, personal responses is an advantage. 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, 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. 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.

Salary range:

$55,000 to $85,000 USD

• Please note that salary ranges are global, regardless of location, and we pay in local currency.

We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. We're pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components. This isn't your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our Benefits Page . And check out these links to learn more about How We Hire and What We Expect from Ourselves . What to Expect from Our Process We know that applying to jobs can be stressful, and we want to ease the anxiety by providing clear expectations up front about what to expect from our process. We've outlined everything you need to know here , including all of the steps in the process, as well as how we approach hiring. We're always iterating, so please feel free to offer feedback on what else we can include there to improve the hiring experience. About the Team We are foremost engineers, though our backgrounds and experiences in life and career vary. We typically have a deep background in either WordPress development itself (some of us are long-time developers/contributors, experienced themers, or plugin developers) and/or the web (others of us are devs with backgrounds in media or general technology). All of us have a deep interest in code and learning, plus a commitment to open source, WordPress, and the future of the open web. As passionate advocates for our customers, we are unafraid of ambiguous or challenging situations involving code, people,, or both. We understand the wider and human contexts of technical decisions and are able to communicate effectively across cultures and organizations, even in difficult situations.. We are most engaged when solving truly interesting problems collaboratively. We care about our customers and share a commitment to helping them achieve their business and creative goals. #LI-DNI About Automattic Now in our 20th year , we're the people behind WordPress.com , WooCommerce , Beeper , Tumblr , Simplenote , Jetpack , Longreads , Day One , PocketCasts , and more. We believe in making the web a better place. We're a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we're united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world. We believe in Open Source , and the vast majority of our work is available under the GPL . Automattic is a Most Loved Company , an Equal Opportunity employer, and Disability Confident Committed . ( Here's what that might mean for you .) If you need disability-related accommodations during the application or interview process, please fill out this form . We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups . You can track your application status and more at MyGreenhouse . To learn about how we handle your data, please review our Privacy Policy . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "

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Workplace Discrimination is Illegal" poster here . Automattic participates in the E-Verify program in certain locations, as required by law . Job Details 2 Open positions Category Customer Success Team/Product WordPress VIP Apply Now First Name

• Last Name
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• Type your state/country... Resume/CV
• (File types: pdf, doc, docx, txt, rtf) Let us know more about you. Cover Letter (File types: pdf, doc, docx, txt, rtf) Do you currently hold United States citizenship? This position requires candidates to hold American citizenship and undergo background checks as required.
• Please select Yes No Please select Are you currently residing in the United States and able to maintain US-based residency throughout your employment? This is a US-based position and remote work must be performed from within the United States.
• Please select Yes No Please select Are you able to commit to the following schedule requirements as part of our 24/7 support coverage?
• Weekly shifts typically scheduled during normal business hours (with flexibility if you prefer alternative hours)
• One weekend shift per month (compensated with a weekday off)
• Participation in on-call rotations for urgent issues
• Occasional holiday and evening availability as needed Please select Yes No Please select How many years of hands-on experience do you have with WordPress development, troubleshooting, or support?
• Please select Less than 1 year 1-2 years 3-5 years 5+ years Please select Which of the following programming languages can you read and troubleshoot proficiently? (Select all that apply)
• PHP JavaScript

HTML/CSS

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• Can you read and troubleshoot it? Please select Yes No Please select Do you have experience with JavaScript?
• Can you read and troubleshoot it?

Please select Yes No Please select Do you have experience with

HTML/CSS?

• Can you read and troubleshoot it? Please select Yes No Please select Do you have previous experience in customer-facing technical support roles, particularly in enterprise or SaaS environments?
• Please select Yes, I have enterprise support experience Yes, I have customer support experience (non-enterprise) No direct customer support experience Please select What is your GitHub username? (For future coding assessment)
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