AutomatticRemote
Customer Success Engineer, VIP
United States of America
Full Time
2 hours ago
$70,000 - $150,000 USD
No H1B
Key skills
WordPress expertiseWordPress themesWordPress pluginsWordPress block editorWordPress e-commerceWP-CLIWordPress hooks and filtersWordPress importsHTMLCSSPHPJavaScriptREST APIsHTTPDNSDomain managementReverse proxyGitSVNSoftware engineering practicesCoding standardsSource controlBuild processesTesting methodologiesCloud infrastructuresScalabilityPerformance optimizationSecurity in enterprise environmentsKibanaNew RelicZendeskAdvanced troubleshootingCustomer-facing experienceVersion ControlSource ControlWordPressAgileCommunicationCollaborationCustomer Success
About this role
Automattic is the world's leading agile content management platform, seeking a Customer Success Engineer to provide advanced technical support to enterprise customers. The role involves solving complex technical challenges, offering architectural guidance, and building 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 and 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