Customer Success Engineer jobs in United States
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Automattic · 1 day ago

Customer Success Engineer

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
money$70K/yr - $170K/yr

Automattic is the enterprise division of WordPress VIP, which provides agile content management solutions for large enterprises. The Customer Success Engineer role involves offering advanced technical support and consultation to enterprise customers, solving complex technical challenges, and maintaining strong customer relationships.

Computer Software
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Comp. & BenefitsbadNo H1BnoteU.S. Citizen Onlynote

Responsibilities

Providing high-quality technical support and consultation through Zendesk tickets and customer calls
Handling complex and urgent customer situations, including incident response and escalations
In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams
Providing architectural guidance to customers on WordPress implementations
Building and updating internal and customer-facing documentation
Contributing to the continuous improvement of our platform, processes, and customer experience

Qualification

WordPress expertiseHTMLCSSPHPJavaScriptWeb technologies understandingSoftware engineering practicesScalabilityPerformanceMonitoringDebugging toolsSelf-motivated work ethicAdvanced troubleshooting abilitiesCustomer-facing experienceCommunication skills

Required

US-based position. Candidates must be based in the United States, undergo background checks as required, and hold United States citizenship
Excellent communication skills. We're a distributed team, so frequent and clear written communication is crucial. You must be able to explain complex technical issues in accessible ways
Self-motivated work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams
Advanced troubleshooting abilities. You can take complex problems and break them down into manageable pieces with elegant solutions
Experience in customer-facing roles in an enterprise support environment
WordPress expertise with a solid understanding of the underlying codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks and filters, imports, and other advanced WordPress concepts
Proficient in reading, writing, and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript
Understanding of web technologies including REST APIs, HTTP, DNS, domain management, reverse proxy, and version control (primarily Git, also SVN)
Experience with software engineering practices, including coding standards, team coding practices, source control, build processes, testing methodologies, and cloud infrastructures
Advanced understanding of scalability, performance, and security issues in enterprise environments
Proficiency with monitoring and debugging tools such as Kibana and New Relic

Preferred

Experience in an enterprise support environment is highly valued

Benefits

Open vacation policy

Company

Automattic

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Automattic is a global tech company that offers WordPress, WooCommerce, and other web solutions.
dateFounded in 2005
location
San Francisco, California, USA
people-size1001-5000 employees
web-link
http://automattic.com

Funding

Current Stage
Late Stage
Total Funding
$985.9M
Key Investors
Alta Park Capital,BlackRockSalesforce VenturesInsight Partners
2021-02-17Series E· $288M
2020-05-15Secondary Market
2019-12-11Series Unknown· $80.6M

Leadership Team

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Matt Mullenweg
CEO
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Jon Burke
Vice-President / Business Lead
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