Customer Success Engineer

The Customer Success Engineer role at WordPress VIP, a division of Automattic, involves providing advanced technical support and consultation to enterprise customers, handling complex technical challenges, and building trusted relationships.

Location: Remote

Salary: $70,000–$150,000 USD

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

• 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

• Open vacation policy.
• Remote work environment.
• Salary range: $70,000-$150,000 USD.
• Benefits details available on the company's Benefits Page.

Additional Information

• Support is provided 24/7, requiring scheduled weekday and weekend shifts, as well as some holiday and evening availability.
• Candidates must be based in the United States, undergo background checks, and hold U.S. citizenship.
• The role requires excellent communication skills, self-motivation, advanced troubleshooting abilities, and experience in customer-facing enterprise support environments.