Support Engineer, VIP

Details

WordPress VIP (Automattic) is hiring a Support Engineer to provide advanced technical support for enterprise customers. In this customer-facing, escalation-focused role you will troubleshoot complex application and platform issues, perform deep debugging, and act as a technical resource for customers and internal teams. Support is provided 24/7, so scheduled weekday and weekend shifts, on-call rotations, and some holiday/evening availability are required.

Responsibilities

• Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
• Serve as an escalation point for complex or urgent customer issues that require deeper investigation.
• Perform in-depth debugging: examine logs, analyze customer codebases, and collaborate with engineering teams to identify root causes.
• Provide technical guidance on WordPress best practices, performance optimization, and common implementation patterns.
• Build and update internal and customer-facing documentation.
• Contribute to continuous improvement of platform, processes, and customer experience.
• Participate in on-call rotations and support activities tied to government contracts when required.

Technical Requirements

• Strong WordPress expertise and 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 HTML, CSS, PHP, and JavaScript; comfortable navigating unfamiliar codebases and writing small code snippets or patches when needed.
• Understanding of web technologies such as REST APIs, HTTP, DNS, domain management, and version control (primarily Git). Familiarity with reverse proxy configurations and caching layers is helpful 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.
• Solid understanding of performance and scalability concepts in WordPress environments, including common causes of slow queries, caching strategies, and resource optimization.
• Familiarity with software engineering practices, including coding standards, source control workflows, and basic testing concepts.

Requirements

• US-based position: candidates must be based in the United States, undergo background checks as required, and hold American citizenship.
• Experience in customer-facing technical roles (support, agency, or consulting environments) and ability to balance technical accuracy with clear, empathetic communication.
• Strong troubleshooting abilities: methodical investigation, gathering relevant information, isolating variables, and documenting findings when escalating.
• Self-motivated, collaborative work ethic and a willingness to rapidly learn new technologies.

What to Expect

• A fully-remote work environment with scheduled weekday and weekend shifts, on-call rotations, and some holiday/evening availability.
• Work primarily through Zendesk tickets, paired troubleshooting with Support Engineers and Customer Success Engineers, and collaboration with engineering teams.
• Salary range listed below; pay reflects potential contribution and impact.

Compensation

• Salary range: $55,000 to $85,000 USD (base salary).

About the Team

• The team is composed primarily of engineers with backgrounds in WordPress development, web development, media, and general technology. Team members are committed to open source, code quality, and collaborative problem solving. Communication and customer focus are emphasized.

About Automattic

• Automattic is a distributed company (20+ years) behind WordPress.com, WooCommerce, Tumblr, Jetpack, and other products. The company is fully remote, offers benefits (see their Benefits Page), and provides an inclusive hiring process with accommodation options.