Customer Success Engineer, VIP

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.

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 . Automattic is a Most Loved Company , an Equal Opportunity employer, and Disability Confident Committed . ( 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 .

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 .