Remote Enterprise Customer Success Engineer (WordPress)

Automattic; United States; On-site; USD 70,000 - 150,000; Full time

Benefits offered by this job

Fully-remote company

Open vacation policy

Job summary

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 heart of the world’s largest enterprises, including Meta, CNN, Salesforce, and hundreds more.

The Customer Success Engineer role is responsible for providing advanced technical support and consultation to our enterprise customers.

Qualifications

• US-based position; candidates must be based in the United States and undergo background checks as required, and hold United States citizenship.
• Excellent written English and ability to explain complex technical issues to customers and colleagues, even under stress.
• Self-motivated, proactive, and able to see tasks through to completion.
• Advanced troubleshooting abilities and structured problem solving.
• Experience in customer-facing roles in an enterprise support environment.

Responsibilities

• Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
• Handle complex and urgent customer situations, including incident response and escalations.
• Conduct in-depth debugging of logs and customer codebases, collaborating with engineering teams.
• Provide architectural guidance to customers on WordPress implementations.
• Build and update internal and customer-facing documentation; contribute to platform improvements.

Skills

WordPress expertise

REST APIs

HTTP & DNS

Git & SVN

Troubleshooting

Tools

Kibana

New Relic

Job description

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 heart of the world’s largest enterprises, including Meta, CNN, Salesforce, and hundreds more.

The Customer Success Engineer role is responsible for providing advanced technical support and consultation to our enterprise customers.