Customer Success Engineer, VIP - Automattic

About WordPress VIP & Automattic

WordPress VIP, the enterprise division of Automattic, is the agile content management platform powering major enterprise brands including Meta, CNN, and Salesforce. We provide open source solutions and services that bring the ease and flexibility of WordPress to high-scale organizations worldwide.

The Role

The Customer Success Engineer provides advanced technical support and consultation to enterprise customers. In this customer-facing role, you will tackle complex technical challenges, provide architectural guidance, and troubleshoot mission-critical issues in customer deployments and applications.

You will work primarily through Zendesk tickets while joining customer calls to advance long-term technical initiatives and build trusted relationships. Because our customer base is global and relies on round-the-clock availability, support is provided 24/7; scheduled weekday/weekend shifts, as well as evening and holiday availability, are required.

What You'll Do

• Provide high-quality technical support and consultation via Zendesk tickets and customer calls.
• Handle complex and urgent customer escalations, including incident response.
• Conduct in-depth debugging involving codebase analysis, log examinations, and cross-functional engineering collaboration.
• Offer architectural guidance to enterprise customers on WordPress implementations.
• Build and maintain internal and customer-facing technical documentation.
• Contribute to continuous improvements in platform stability, tooling, and support workflows.

Technical Requirements

• WordPress Expertise: Deep understanding of the WordPress codebase, themes, plugins, block editor, WP-CLI, hooks, filters, imports, and e-commerce.
• Code Proficiency: Hands-on experience reading, writing, and troubleshooting code in HTML, CSS, PHP, and JavaScript.
• Web Technologies: Strong grasp of REST APIs, HTTP, DNS, domain management, reverse proxies, and version control systems (Git, SVN).
• Software Engineering Practices: Familiarity with coding standards, code reviews, testing methodologies, build processes, and cloud infrastructures.
• Scalability & Security: Advanced understanding of performance, security hardening, and scalability within enterprise web environments.
• Observability: Proficiency with monitoring, logging, and debugging tools such as Kibana and New Relic.

General Qualifications

• US Location: Must be based in the United States, hold US citizenship, and be willing to undergo required background checks.
• Communication: Excellent written English skills with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Troubleshooting Skills: Systematic problem-solving mindset focused on finding root causes and preventing future occurrences.
• Enterprise Customer Experience: Proven background supporting enterprise clients in a technical or customer-facing capacity.