VIP Support Engineer

1w1 week ago

Automattic Inc.

Remote · Full-time · $55,000 – $85,000

About this role

WordPress VIP, the enterprise division of Automattic, is the world’s leading agile content management platform. Our suite of open solutions brings the ease and agility of WordPress to the world’s largest enterprises, including Meta, CNN, Salesforce, and hundreds more.

The Support Engineer provides advanced technical support to enterprise customers as an escalation point for complex issues requiring deeper investigation. You will handle challenging debugging scenarios, troubleshoot intricate application and platform issues, and resolve problems beyond standard workflows primarily through Zendesk tickets.

You will collaborate closely with Support Engineers and Customer Success Engineers for timely resolutions while building technical expertise and customer relationships. Serve as a technical resource bridging support and specialized engineering functions in high-impact situations. Support is 24/7 with scheduled weekday and weekend shifts, on-call rotations, holiday, and evening availability for global customers.

Thrive as a technical problem-solver ready for complex challenges in WordPress development or support. Rapidly learn technologies like PHP, JavaScript, and the WordPress ecosystem while digging into root causes. Communicate technical concepts clearly in writing and enjoy collaborative troubleshooting and mentoring teammates.

Requirements

WordPress expertise with solid understanding of core concepts including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns
Proficient in reading and troubleshooting code in HTML, CSS, PHP, and JavaScript
Comfortable navigating unfamiliar codebases to identify issues
Background in WordPress development, technical support, or agency work
Willingness to rapidly learn new technologies and deepen expertise in PHP, JavaScript, and WordPress ecosystem
Curious mindset to understand root causes beyond surface-level fixes
Excellent written English to communicate technical concepts clearly
Experience in technical support environment, especially enterprise WordPress support