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WordPress VIP, the enterprise division of Automattic, is seeking a Support Engineer to provide advanced technical support to enterprise customers. This is an escalation-focused role handling complex debugging scenarios and troubleshooting intricate application and platform issues that go beyond standard support workflows.
You will work primarily through Zendesk tickets, collaborating closely with Support Engineers and Customer Success Engineers to ensure timely, high-quality resolutions. You'll serve as a technical resource for both customers and internal teams, bridging support and specialized engineering functions in high-impact situations.
The role requires 24/7 support availability, including scheduled weekday and weekend shifts, on-call rotations, and some holiday and evening availability. Customers are global and rely on expedient support at any time of day.
You should be a technical problem-solver with a background in WordPress development, technical support, or agency work, ready to take on complex challenges while building engineering skills. You thrive on helping customers and enjoy working with a diverse spectrum of global enterprises including Meta, CNN, and Salesforce.
Technical requirements include WordPress expertise (themes, plugins, hooks, filters, WP-CLI, Gutenberg, WooCommerce), proficiency reading and troubleshooting code in HTML, CSS, PHP, and JavaScript, understanding of web technologies (REST APIs, HTTP, DNS, Git), familiarity with software engineering practices, solid grasp of WordPress performance and scalability concepts, and comfort with monitoring tools like New Relic or Kibana.
You must be self-motivated, collaborative, passionate about customer success and team growth, with excellent written English communication skills. Experience in technical support environments—especially enterprise WordPress support—is highly valued. US-based position required with American citizenship and background check clearance.
