Automattic · 1 day ago

Support Engineer, WordPress VIP

United States

Full-time

Remote

Entry Level

$40K/yr - $75K/yr

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Responsibilities

Maintaining the quality, accuracy, and thoroughness that is part of our high-touch, concierge, technical support.

Helping customers and teammates primarily through Zendesk tickets and real-time discussions. This involves some combination of research skills, technical tools and processes, detailed error reports, documentation, and debugging.

Handling fast-moving situations, including urgent customer tickets and incidents.

One-off projects involving complex dependencies and multiple partners.

Observing and relaying chances to improve our platform, services, and overall offering.

Building and updating internal and customer-facing documentation.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

WordPress knowledgeWritten EnglishHTMLCSSPHPJavaScriptREST APIsHTTPDNSSVNGitWP-CLIDebuggingExperience in customer-facing roleSelf-motivated work ethicCompassionExposure to monitoring toolsScalability issuesSecurity issues

Required

Excellent communication. We’re a distributed team, so frequent and clear written communication is crucial.

Self-motivated work ethic. Self-starters, who love taking initiative and seeing things through to completion, do well on our teams.

Curiosity and the desire to learn. Keeping updated with changing WordPress and technology trends on behalf of our teams and customers, often training others once proficient. Flexibility is key.

Proficiency and eloquence in written English. Additional spoken or written languages can be beneficial.

Superb troubleshooting. You can take big problems and break them down into manageable pieces with elegant solutions.

Deep knowledge of WordPress and some understanding of the underlying code. Whether you are currently supporting individuals with their sites or maintaining your own, we’re looking for theme, plugin, block editor, or e-commerce experience. For many of our customer tickets, it’s important to be able to read the code when diagnosing and resolving problems and have experience with WP-CLI, hooks and filters, imports, etc.