Technical Account Manager, Automattic Special Projects Team

at Automattic

📍 World

USD 85,000-130,000 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.

AI @ 3 Communication @ 3 Product Management @ 3 Project Management @ 3 SEO @ 6 WordPress @ 3

Details

As a Technical Account Manager on Automattic’s Special Projects team, you will ensure partners have an excellent experience with WordPress and Automattic products throughout the website onboarding, support, and maintenance lifecycle. You will collaborate with site owners, designers, developers, engineers, and product teams to deliver partner requests, resolve technical issues, and provide feedback for product improvement.

Responsibilities

Drive partner adoption of WordPress and Automattic products and services.
Resolve incoming partner requests with precision and provide high-touch technical support.
Define website functionality in ambiguous contexts and own delivery, timelines, and outcomes.
Work with WordPress and WooCommerce configurations, setup, and site building.
Lead deployments and launches, including DNS configuration, domain transfers, data migrations, and integrations.
Develop relationships with partners to understand their operational needs and technical challenges, particularly for WordPress, WooCommerce, Jetpack, and MailPoet.
Troubleshoot technical and editor-facing issues, resolve root causes where possible, and liaise with engineers when deeper support is required.
Translate partner requests into concrete WordPress-focused requirements and write clear tasks for team members.
Respond to urgent incidents such as fatal errors and workflow-blocking bugs.
Act as the voice of the customer by surfacing bugs and advocating for product improvements.
Communicate with third parties about partner needs, integration requirements, and WordPress best practices.
Verify delivered solutions, maintain site quality, share knowledge, and improve processes.
Communicate clearly with partners who have varying levels of technical aptitude.

Requirements

Demonstrable understanding of how AI can improve productivity, supported by relevant examples.
Strong commitment to providing exceptional customer service.
Project management skills that balance thoroughness, momentum, quality, and deadlines.
Advanced WordPress administration expertise, including understanding how plugins and themes interact and using the Site Editor to modify patterns and page templates.
Strong background in web technologies, including DNS, web accessibility, site performance, technical SEO, and ecommerce.
Excellent written and verbal English communication skills, including the ability to explain technical concepts clearly.
Ability to triage requests and escalate issues outside the role’s scope.
Ability to work independently, adapt to competing priorities, create structure in ambiguous situations, and define clear next steps.
Strong problem-solving, conflict-resolution, risk-management, and context-switching skills.
High attention to detail and commitment to completing project checklist items.