Customer Success Engineer

Automattic is the enterprise division of WordPress VIP, which provides agile content management solutions for large enterprises. The Customer Success Engineer role involves offering advanced technical support and consultation to enterprise customers, solving complex technical challenges, and maintaining strong customer relationships.

Responsibilities:

• Providing high-quality technical support and consultation through Zendesk tickets and customer calls
• Handling complex and urgent customer situations, including incident response and escalations
• In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams
• Providing architectural guidance to customers on WordPress implementations
• Building and updating internal and customer-facing documentation
• Contributing to the continuous improvement of our platform, processes, and customer experience

Requirements:

• US-based position. Candidates must be based in the United States, undergo background checks as required, and hold United States citizenship
• Excellent communication skills. We're a distributed team, so frequent and clear written communication is crucial. You must be able to explain complex technical issues in accessible ways
• Self-motivated work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams
• Advanced troubleshooting abilities. You can take complex problems and break them down into manageable pieces with elegant solutions
• Experience in customer-facing roles in an enterprise support environment
• WordPress expertise with a solid understanding of the underlying codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks and filters, imports, and other advanced WordPress concepts
• Proficient in reading, writing, and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript
• Understanding of web technologies including REST APIs, HTTP, DNS, domain management, reverse proxy, and version control (primarily Git, also SVN)
• Experience with software engineering practices, including coding standards, team coding practices, source control, build processes, testing methodologies, and cloud infrastructures
• Advanced understanding of scalability, performance, and security issues in enterprise environments
• Proficiency with monitoring and debugging tools such as Kibana and New Relic
• Experience in an enterprise support environment is highly valued