Remote Enterprise WordPress Support Engineer - VIP

Automattic; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Open vacation policy

Fully remote work environment

Job summary

Automattic is seeking a Support Engineer to deliver high-quality technical support primarily through Zendesk tickets. In this fully remote role, you'll troubleshoot complex issues for a diverse range of enterprise customers, requiring a solid understanding of WordPress and web technologies. Responsible for escalations, customer communication, and documentation, you're encouraged to demonstrate initiative and contribute to the team's success. The position offers a competitive salary ranging from $55,000 to $85,000 USD, along with an open vacation policy.

Qualifications

• Strong background in WordPress, with an understanding of core concepts.
• Experience in customer-facing technical roles, especially with enterprise clients.
• Ability to perform systematic troubleshooting and documentation.

Responsibilities

• Provide high-quality technical support via Zendesk and customer calls.
• Handle escalated issues that require in-depth investigation.
• Guide customers on WordPress best practices and performance optimization.

Skills

Technical support expertise

WordPress development knowledge

Strong troubleshooting skills

Excellent written communication

Familiarity with REST APIs

Tools

Zendesk

New Relic

Kibana

Job description

Automattic is seeking a Support Engineer to deliver high-quality technical support primarily through Zendesk tickets. In this fully remote role, you'll troubleshoot complex issues for a diverse range of enterprise customers, requiring a solid understanding of WordPress and web technologies. Responsible for escalations, customer communication, and documentation, you're encouraged to demonstrate initiative and contribute to the team's success. The position offers a competitive salary ranging from $55,000 to $85,000 USD, along with an open vacation policy.