Support Engineer, VIP

Your day-to-day work will include:

Providing high-quality technical support and consultation through Zendesk tickets and customer calls.

Handling escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios.

In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams.

Providing technical guidance to customers on WordPress best practices, performance optimization, and common implementation patterns.

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. There will be on-call rotations involving work with government contracts.

We know that applying to jobs can be stressful, and we want to ease the anxiety by providing clear expectations up front about what to expect from our process. We’ve outlined everything you need to know here , including all of the steps in the process, as well as how we approach hiring. We’re always iterating, so please feel free to offer feedback on what else we can include there to improve the hiring experience.

We are foremost engineers, though our backgrounds and experiences in life and career vary. We typically have a deep background in either WordPress development itself (some of us are long-time developers/contributors, experienced themers, or plugin developers) and/or the web (others of us are devs with backgrounds in media or general technology). All of us have a deep interest in code and learning, plus a commitment to open source, WordPress, and the future of the open web.

As passionate advocates for our customers, we are unafraid of ambiguous or challenging situations involving code, people,, or both. We understand the wider and human contexts of technical decisions and are able to communicate effectively across cultures and organizations, even in difficult situations.. We are most engaged when solving truly interesting problems collaboratively. We care about our customers and share a commitment to helping them achieve their business and creative goals. #LI-DNI

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 .

To learn about how we handle your data, please review our Privacy Policy .

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 .