WordPress VIP is the world’s leading enterprise content management platform. We help the world's largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.
Our customer-facing support engineer role at WordPress VIP requires a mix of troubleshooting and debugging experience. Past development experience is a plus. As a pioneering remote company, we rely on clear, continuous communication to keep colleagues and stakeholders informed — so outstanding communication skills are a must.
You’ll work directly with both customer and agency developers, sometimes side by side with our Customer Success engineers, on some of the highest-profile and highest-traffic WordPress sites in the world. We are looking for people with compassion, writing skills, accountability, and WordPress knowledge.
Responsibilities:
Requirements:
Useful skills to have:
Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday availability, will be a requirement. Our customers are global and rely on our team to provide expedient support at any time of day.
Support engineers connect the dots for our customers. Your day-to-day work may include much of the following: Providing customers with the best possible first impression of WordPress VIP. Continuous improvement of our product feedback cycle, documentation, tooling, and processes. Debugging that requires close examination of logs, diving into customer codebases, and collaborating with wider engineering. White-glove support for our highest-profile customers, including longer-term initiatives and customer calls on some teams. Working directly with FedRAMP customers, upholding security and necessary support processes.
Salary range: $40,000-$75,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.
We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated for the right candidate.
This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. #LI-Remote
About Automattic
We are the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, Pocket Casts, and more. We believe in making the web a better place.
We’re a distributed company with more than 1700 Automatticians in 92 countries speaking 110+ different languages. And, even more than growth and profitability (although we’re plenty profitable), above all, we’re driven by a mission: We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.
We believe in Open Source, and the vast majority of our work is available under the GPL.
Diversity, Equity, & Inclusion at Automattic
We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices.
Automattic is a Most Loved Company and Disability Confident Committed. (Here’s what that might mean for you.) Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.