Support Engineer, VIP

WordPress VIP, the enterprise division of Automattic, is the world’s leading agile content management platform. Our suite of open solutions and services brings the ease and agility of WordPress to the world’s largest enterprises. Our large and growing ecosystem of technologies, services, and integrations is designed to bring the freedom and power of open source to our customers, who include Meta, CNN, Salesforce, and hundreds more. The Support Engineer role is responsible for providing advanced technical support to our enterprise customers, serving as an escalation point for complex issues that require deeper investigation. In this customer-facing role, you will handle challenging debugging scenarios, troubleshoot intricate application and platform issues, and help resolve problems that go beyond standard support workflows. You’ll work primarily through Zendesk tickets, collaborating closely with Support Engineers and Customer Success Engineers to ensure timely, high-quality resolutions while building your technical expertise and customer relationships. You’ll serve as a technical resource for both customers and internal teams, bridging support and specialized engineering functions in high-impact situations. Support is provided 24/7, so scheduled weekday and weekend shifts, on-call rotations, as well as some holiday and evening availability, will be a requirement. Our customers are global and rely on our team to provide expedient support at any time of day. About You

You are a technical problem-solver who thrives on helping customers. You may have a background in WordPress development,...
You never stop learning...
You are curious...
Communication is our oxygen...
You are passionate about customer success...

Technical Requirements

WordPress expertise with a solid understanding of core concepts, including themes,...
Proficient in reading...
Understanding of web technologies, including REST APIs,...
Familiarity with software engineering practices...
Solid understanding of performance...
Comfortable using monitoring...

Requirements

US-based position...
Self-motivated...
Strong troubleshooting abilities...
Experience in customer-facing technical roles...

What to Expect Your day-to-day work will include:

Providing high-quality technical support...
Handling escalated customer issues...
In-depth debugging...
Providing technical guidance...
Building & updating documentation...
Contributing to continuous improvement...

Support is provided 24/7 so scheduled weekday & weekend shifts as well as some holiday & evening availability will be a requirement. There will be on-call rotations involving work with government contracts. Salary range: $55 000 - $85 000 USD – Please note salary ranges are global regardless of location we pay in local currency. We are searching for high-caliber candidates with skills & qualities to have net positive for Automattic Pay will reflect potential contribution & impact you can bring which may sometimes go beyond range stated. We offer straightforward competitive base salary providing financial clarity without complex variable components. This isn’t your typical work-from-home job: we are fully remote company with open vacation policy. To see full list benefits by country consult our Benefits Page. Check out these links learn more about How We Hire & What We Expect from Ourselves. What to Expect from Our Process We know applying jobs can be stressful want ease anxiety by providing clear expectations up front about what expect from process. Outlined everything need know here including all steps process how approach hiring always iterating please feel free offer feedback what else can include improve hiring experience. About the Team We are foremost engineers though backgrounds experiences life career vary typically deep background either WordPress development itself (some long-time developers/contributors experienced themers plugin developers) &/or web (others devs backgrounds media general technology). All have deep interest code learning plus commitment open source WordPress future open web. As passionate advocates for customers unafraid ambiguous challenging situations involving code people both understand wider human contexts technical decisions able communicate effectively across cultures organizations even difficult situations. Most engaged solving truly interesting problems collaboratively care about customers share commitment helping achieve business creative goals.

LI-DNI

About Automattic Now 20th year people behind WordPress.com WooCommerce Beeper Tumblr Simplenote Jetpack Longreads Day One PocketCasts more believe making web better place. Distributed company more than 1500 Automatticians nearly every corner globe speaking over hundred different languages enriched diversity united singular mission democratize publishing commerce messaging anyone story tell anyone product sell everyone manage communications single source short help maintain balance society creating continually refining powerful tools people use compete fairly regardless income gender politics language where live world. Believe Open Source vast majority work available under GPL Automattic Most Loved Company Equal Opportunity employer Disability Confident Committed (Here’s what might mean for you). If need disability-related accommodations during application interview process please fill out form committed ensuring accessible hiring process all candidates Learn more Employee Resource Groups. You can track application status more at MyGreenhouse. To learn how handle data please review Privacy Policy. All qualified applicants receive consideration employment without regard race color religion sex sexual orientation gender identity national origin disability status protected veteran. View “Know Your Rights: Workplace Discrimination Illegal” poster here Automattic participates E-Verify program certain locations required by law.