Customer Success Engineer, VIP

📍 United States

USD 70,000-150,000 per year

MIDDLE

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

API @ 3 CSS @ 5 Communication @ 3 Debugging @ 5 E-commerce @ 3 Git @ 3 HTML @ 5 HTTP @ 3 JavaScript @ 5 Kibana @ 5 PHP @ 5 Security @ 6 WordPress @ 3

Details

WordPress VIP, the enterprise division of Automattic, is seeking a Customer Success Engineer to provide advanced technical support and consultation to enterprise customers. The role involves handling complex technical challenges, providing architectural guidance, and solving mission-critical problems involving customer deployments and applications. Work is performed primarily through Zendesk tickets and customer calls, with responsibility for advancing longer-term technical initiatives and building trusted customer relationships.

The role serves as a technical resource for customers and internal teams, bridging support and specialized engineering functions during high-impact situations. Support is provided 24/7, requiring scheduled weekday and weekend shifts, as well as some holiday and evening availability.

Responsibilities

Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
Handle complex and urgent customer situations, including incident response and escalations.
Debug issues in depth by examining logs, analyzing customer codebases, and collaborating with engineering teams.
Provide architectural guidance on WordPress implementations.
Build and update internal and customer-facing documentation.
Contribute to the continuous improvement of the platform, processes, and customer experience.
Explain complex technical issues clearly to customers and colleagues, including under stressful circumstances.

Requirements

Candidates must be based in the United States, hold United States citizenship, and undergo background checks as required.
Excellent written English and communication skills.
A self-motivated work ethic and the ability to take initiative through completion.
Advanced troubleshooting abilities, including the ability to break down complex problems into manageable pieces.
Experience in customer-facing roles within an enterprise support environment.
WordPress expertise, including knowledge of the underlying codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks and filters, imports, and other advanced WordPress concepts.
Proficiency in reading, writing, and troubleshooting code in HTML, CSS, PHP, and JavaScript.
Understanding of REST APIs, HTTP, DNS, domain management, reverse proxies, and version control, primarily Git and also SVN.
Experience with software engineering practices, including coding standards, team coding practices, source control, build processes, testing methodologies, and cloud infrastructures.
Advanced understanding of scalability, performance, and security issues in enterprise environments.
Proficiency with monitoring and debugging tools such as Kibana and New Relic.
Willingness to rapidly learn new technologies and debug complex, unfamiliar applications.

Work Schedule

Support is provided 24/7. Scheduled weekday and weekend shifts, along with some holiday and evening availability, are required.

Compensation

The salary range is $70,000–$150,000 USD per year. Salary ranges are global regardless of location, and compensation is paid in local currency. Pay may exceed the stated range in some cases based on the candidate's potential contribution and impact.