Support Engineer, VIP

📍 United States

USD 55,000-85,000 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 Debugging @ 3 Git @ 3 HTML @ 5 HTTP @ 3 JavaScript @ 5 Kibana @ 3 PHP @ 5 Performance Optimization @ 3 Security @ 2 WordPress @ 3

Details

WordPress VIP, the enterprise division of Automattic, is seeking a Support Engineer to provide advanced technical support to enterprise customers. This customer-facing role handles escalated issues requiring deeper investigation, including complex debugging, application and platform troubleshooting, and collaboration with Support Engineers, Customer Success Engineers, and engineering teams. Support is delivered primarily through Zendesk tickets and customer calls.

Responsibilities

Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
Handle escalated, urgent, and complex customer issues that require in-depth investigation.
Examine logs, analyze customer codebases, debug unfamiliar applications, and collaborate with engineering teams.
Provide technical guidance on WordPress best practices, performance optimization, and implementation patterns.
Document investigation findings and create or update internal and customer-facing documentation.
Contribute to improvements in the platform, support processes, and customer experience.
Mentor teammates and serve as a technical resource for customers and internal teams.
Participate in scheduled weekday and weekend shifts, evening and holiday availability, and on-call rotations supporting government contracts.

Requirements

Candidates must be based in the United States, hold American citizenship, and complete background checks as required.
WordPress expertise, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns.
Familiarity with Gutenberg and WooCommerce is a plus.
Proficiency reading and troubleshooting HTML, CSS, PHP, and JavaScript, including the ability to navigate unfamiliar codebases and write small code snippets or patches.
Understanding of REST APIs, HTTP, DNS, domain management, and Git-based version control.
Familiarity with reverse proxy configurations and caching layers is helpful.
Knowledge of software engineering practices, coding standards, source control workflows, and basic testing concepts.
Understanding of WordPress performance and scalability, including slow queries, caching strategies, and resource optimization.
Security awareness and familiarity with common vulnerabilities are welcome.
Experience using monitoring and debugging tools such as New Relic, Kibana, or similar platforms.
Strong systematic troubleshooting and root-cause analysis skills.
Experience in customer-facing technical support, agency, or consulting roles; enterprise WordPress support experience is an advantage.
Excellent written English and the ability to communicate complex technical findings clearly and empathetically.
Self-motivated, collaborative, curious, and committed to continuous learning.

Benefits

Fully remote work.
Open vacation policy.
Straightforward competitive base salary without complex variable compensation.
Benefits vary by country and are provided through Automattic's benefits program.