[Remote] Customer Success Engineer, VIP

Note: The job is a remote job and is open to candidates in USA. Automattic is the world's leading agile content management platform, providing open solutions and services to large enterprises. The Customer Success Engineer role involves offering advanced technical support and consultation to enterprise customers, solving complex technical challenges, and building trusted relationships with clients.

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

Skills

• 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

Benefits

• Fully-remote company
• Open vacation policy
• To see a full list of benefits by country, consult our Benefits Page.

Company Overview