Automattic Careers - Support Engineer, VIP
Requirements
• WordPress expertise with a solid understanding of core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns. Familiarity with the block editor (Gutenberg) and ecommerce solutions (WooCommerce) is a plus. • WordPress expertise with a solid understanding of core concepts, • Proficient in reading and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript. You should be comfortable navigating unfamiliar codebases to identify issues and able to write small code snippets or patches when needed. • Proficient in reading and troubleshooting code in multiple languages • Understanding of web technologies, including REST APIs, HTTP, DNS, domain management, and version control (primarily Git). Familiarity with reverse proxy configurations and caching layers is helpful but not required. • Understanding of web technologie • Familiarity with software engineering practices, including coding standards, source control workflows, and basic testing concepts. Experience working alongside engineering teams or contributing to team repositories is valued. • Familiarity with software engineering practices • Solid understanding of performance and scalability concepts in WordPress environments, including common causes of slow queries, caching strategies, and resource optimization. Security awareness and familiarity with common vulnerabilities are welcome but not required. • Solid understanding of performance and scalability concepts in WordPress environments • Comfortable using monitoring and debugging tools such as New Relic, Kibana, or similar platforms to investigate application behavior, identify errors, and trace performance issues. • Comfortable using monitoring and debugging tools • US-based position. Candidates must be based in the United States, undergo background checks as required, and hold American citizenship.
Responsibilities
• 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. • Salary range: $55,000 to $85,000 USD – Please note that salary ranges are global, regardless of location, and we pay in local currency.
Benefits
• 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. • We’re pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components. This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. 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. • What to Expect from Our Process • 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.
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