Fully Remote Enterprise WordPress Support Engineer
Automattic
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Job summary
Automattic, the enterprise WordPress VIP division, is seeking a Support Engineer to deliver advanced technical help to our global enterprise customers. You will handle complex debugging scenarios, investigate issues beyond standard workflows, and work primarily through Zendesk, collaborating with CSE and other engineers to ensure timely, high-quality resolutions.
The role requires strong troubleshooting, excellent written English, and experience in customer-facing technical support.
Qualifications
- Technical problem-solver with a customer-focused mindset.
- Experience in enterprise WordPress support or related field is valued.
- Excellent written English and ability to translate complex debugging into guidance.
Responsibilities
- Provide advanced technical support via Zendesk tickets and calls.
- Handle escalated issues requiring deep investigation and collaboration with engineering teams.
- Perform in-depth debugging, analyze logs and customer codebases, and document findings.
- Provide guidance on WordPress best practices, performance optimization, and implementation patterns.
- Create and update internal and customer-facing documentation.
- Contribute to platform and process improvements to enhance customer experience.
Skills
Tools
Job description
Automattic, the enterprise WordPress VIP division, is seeking a Support Engineer to deliver advanced technical help to our global enterprise customers. You will handle complex debugging scenarios, investigate issues beyond standard workflows, and work primarily through Zendesk, collaborating with CSE and other engineers to ensure timely, high-quality resolutions.
The role requires strong troubleshooting, excellent written English, and experience in customer-facing technical support.
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