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WordPress VIP, the enterprise division of Automattic, is seeking a Customer Success Engineer to provide advanced technical support and consultation to enterprise customers including Meta, CNN, and Salesforce. This customer-facing role handles complex technical challenges, provides architectural guidance, and solves mission-critical problems with customer deployments and applications.
You will serve as a technical resource for both customers and internal teams, bridging support and specialized engineering functions during high-impact situations. Primary work involves handling Zendesk tickets and participating in customer calls to advance longer-term technical initiatives and build trusted relationships. Support is provided 24/7, requiring scheduled weekday and weekend shifts, plus some holiday and evening availability to serve global customers.
You are an engineer who thrives on solving real-world problems with a background in full-stack development, enterprise support, or media technology. You have a willingness to rapidly learn new technologies and are excited by the challenge of debugging complex, unfamiliar applications. You are curious, love getting to root cause, and are driven to solve problems comprehensively—fixing immediate issues while preventing recurrence.
Technical requirements include WordPress expertise with solid understanding of codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks and filters, and advanced concepts. You must be proficient in reading, writing, and troubleshooting code in HTML, CSS, PHP, and JavaScript. Understanding of web technologies including REST APIs, HTTP, DNS, domain management, reverse proxy, and version control (Git, SVN) is essential. You need advanced understanding of scalability, performance, and security issues in enterprise environments, plus proficiency with monitoring and debugging tools such as Kibana and New Relic.
Candidates must be US-based, hold US citizenship, and undergo background checks. Excellent written communication is crucial for this distributed team. You are self-motivated, with advanced troubleshooting abilities and experience in customer-facing roles within enterprise support environments.
