Used Tools & Technologies
Not specified
Required Skills & Competences
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.
Security @ 6
Kibana @ 5
Communication @ 3
Git @ 3
HTML @ 5
JavaScript @ 5
PHP @ 5
CSS @ 5
Debugging @ 5
API @ 3
HTTP @ 3
E-commerce @ 3
WordPress @ 3
- 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.
Details
The Customer Success Engineer role is responsible for providing advanced technical support and consultation to enterprise customers. This is a customer-facing position that handles complex technical challenges, provides architectural guidance, and resolves mission-critical problems with customer deployments and applications. Work is performed primarily through Zendesk tickets and customer calls to advance longer-term technical initiatives and build trusted customer relationships. Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday and evening availability, are required.
About You
- You are an engineer who thrives on solving real-world problems; a background in full-stack development, enterprise support, or media technology is common.
- You are willing and able to rapidly learn new technologies and debug complex, unfamiliar applications.
- You are curious and driven to find root causes and implement durable fixes.
- You have excellent written English and can communicate technical concepts clearly under stress.
- You enjoy deep, collaborative problem-solving and helping customers succeed.
- Experience in an enterprise support environment is highly valued.
Technical Requirements
- WordPress expertise: solid understanding of the codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks and filters, imports, and other advanced WordPress concepts.
- Proficient in reading, writing, and troubleshooting code in HTML, CSS, PHP, and JavaScript.
- Understanding of web technologies including REST APIs, HTTP, DNS, domain management, reverse proxy, and version control (primarily Git, also SVN).
- Experience with software engineering practices including coding standards, team coding practices, source control, build processes, and testing methodologies.
- Experience with 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.
Requirements
- US-based position: candidates must be based in the United States, undergo background checks as required, and hold United States citizenship.
- Excellent written communication skills and frequent, clear written communication are crucial for a distributed team.
- Self-motivated work ethic; comfortable taking initiative and seeing tasks through to completion.
- Advanced troubleshooting abilities: able to break down complex problems and produce elegant solutions.
- Experience in customer-facing roles within an enterprise support environment.
What to Expect / 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.
- Perform in-depth debugging involving logs, analysis of customer codebases, and collaboration with engineering teams.
- Provide architectural guidance to customers on WordPress implementations.
- Build and update internal and customer-facing documentation.
- Contribute to continuous improvement of platform, processes, and customer experience.
- Maintain scheduled weekday and weekend shifts, with some holiday and evening availability due to global customer needs.
Compensation & Work Policy
- Salary range: $70,000 - $170,000 USD (salary ranges are global and paid in local currency).
- Automattic is a fully-remote company with an open vacation policy. Benefits vary by country—see the Benefits Page for details.
About Automattic
Automattic is the company behind WordPress VIP, WordPress.com, WooCommerce, Tumblr, and other products. We are a distributed company with more than 1500 employees across the globe. We believe in open source and provide accommodations for applicants with disabilities. If you need disability-related accommodations during the application or interview process, please use the provided form on our careers site.
Notes
- This role requires US-based candidates and US citizenship.
- Support coverage is 24/7 and includes scheduled weekend and holiday shifts.
- Primary support channel: Zendesk tickets and customer calls.