Customer Success Engineer, VIP

• 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. ### 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. ### What to Expect

Your day-to-day work will include:

• 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. Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday and evening availability, will be a requirement. Salary range: $70,000-$150,000 USD.  Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about ourcompensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. #LI-DNI

About Automattic

Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place. We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world. We believe in Open Source, and the vast majority of our work is available under the GPL. (Here’s what that might mean for you.) If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups. You can track your application status and more at MyGreenhouse. To learn about how we handle your data, please review our Privacy Policy. View the “Know Your Rights: Workplace Discrimination is Illegal” poster* here*. Automattic participates in the* E-Verify program in certain locations, as required by law.