Support Engineer, VIP

Automattic Inc.; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive base salary

Open vacation policy

Benefits vary by country

Job summary

Automattic Inc. is seeking a Support Engineer to provide advanced technical support for our enterprise customers. You will diagnose and resolve complex issues primarily via Zendesk.

The ideal candidate thrives on problem-solving and customer success, possesses WordPress expertise, and must be US-based. The role includes flexible shifts, including weekends and holidays, with a salary range of $55,000 to $85,000.

Qualifications

• Candidates must be based in the United States and hold American citizenship.
• Background in WordPress development, technical support or agency work.
• Experience in customer-facing technical roles is required.

Responsibilities

• Providing high-quality technical support through Zendesk tickets.
• Handling escalated customer issues requiring deeper investigation.
• Performing in-depth debugging of application behavior.

Skills

Technical problem-solving

Excellent written English

Customer success passion

Experience in technical support

Tools

Zendesk

New Relic

Kibana

Job description

Role Overview

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, serving customers such as 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.

Support is provided 24/7, so scheduled weekday and weekend shifts, on‑call rotations, and some holiday and evening availability will be a requirement.

About You

• You are a technical problem‑solver who thrives on helping customers, with a background in WordPress development, technical support, or agency work.
• You are curious and love to dig deeper, driven to understand root causes and document findings for team benefit.
• You have excellent written English and can translate complex debugging findings into clear, actionable guidance.
• You are passionate about customer success, team growth, and mentoring teammates, with experience in a technical support environment—especially enterprise WordPress support.

Technical Requirements

• WordPress expertise with a solid understanding of core concepts including themes, plugins, hooks and filters, WP‑CLI, imports, and common troubleshooting patterns. Familiarity with Gutenberg and WooCommerce is a plus.
• Understanding of web technologies such as REST APIs, HTTP, DNS, domain management, and version control (primarily Git). Familiarity with reverse proxy configurations and caching layers is helpful.
• Familiarity with software engineering practices including coding standards, source control workflows, and basic testing concepts.
• Solid understanding of performance and scalability concepts in WordPress environments, including slow query causes, caching strategies, and resource optimization. Security awareness and familiarity with common vulnerabilities are welcomed.
• Comfortable using monitoring and debugging tools such as New Relic, Kibana, or similar platforms to investigate application behavior, identify errors, and trace performance issues.

Requirements

• US‑based position. Candidates must be based in the United States, undergo background checks as required, and hold American citizenship.
• Self‑motivated and collaborative work ethic. Self‑stagers who love taking initiative and seeing work through to completion do well on our teams.
• Strong troubleshooting abilities. You can break down complex problems, identify root causes through systematic investigation, and document findings when escalating.
• Experience in customer‑facing technical roles. You’ve worked directly with customers in a support, agency, or consulting environment, balancing technical accuracy with clear, empathetic communication. Experience in enterprise WordPress support or a similar environment is an advantage.

What to Expect Daily

• Providing high‑quality technical support and consultation through Zendesk tickets and customer calls.
• Handling escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios.
• Performing in‑depth debugging, including log examination, customer codebase analysis, and collaboration with engineering teams.
• Providing technical guidance to customers on WordPress best practices, performance optimization, and common implementation patterns.
• Building and updating internal and customer‑facing documentation.
• Contributing to the continuous improvement of our platform, processes, and customer experience.

Schedule

• Weekly shifts typically scheduled during normal business hours with flexibility for alternative hours.
• One weekend shift per month, compensated with a weekday off.
• Participation in on‑call rotations for urgent issues.
• Occasional holiday and evening availability as needed.

Salary Range

$55,000 to $85,000 USD – Salary ranges are global, regardless of location, and we pay in local currency.

Benefits

We offer a straightforward, competitive base salary and an open vacation policy. Benefits vary by country; consult the benefits page for details.

Equal Opportunity

Automattic is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other legally protected status.