Full-Time

Support Engineer

Wordpress VIP

Confirmed live in the last 24 hours

Automattic

Automattic

1,001-5,000 employees

Online content creation and management tools

Consumer Software
Entertainment

Compensation Overview

$40k - $75kAnnually

Junior, Mid

Remote in USA

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Wordpress
Zendesk
Requirements
  • Excellent communication. We’re a distributed team, so frequent and clear written communication is crucial.
  • Self-motivated work ethic. Self-starters, who love taking initiative and seeing things through to completion, do well on our teams.
  • Curiosity and the desire to learn. Keeping updated with changing WordPress and technology trends on behalf of our teams and customers, often training others once proficient. Flexibility is key.
  • Proficiency and eloquence in written English. Additional spoken or written languages can be beneficial.
  • Superb troubleshooting. You can take big problems and break them down into manageable pieces with elegant solutions.
  • Deep knowledge of WordPress and some understanding of the underlying code. Whether you are currently supporting individuals with their sites or maintaining your own, we’re looking for theme, plugin, block editor, or e-commerce experience. For many of our customer tickets, it’s important to be able to read the code when diagnosing and resolving problems and have experience with WP-CLI, hooks and filters, imports, etc.
Responsibilities
  • Maintaining the quality, accuracy, and thoroughness that is part of our high-touch, concierge, technical support.
  • Helping customers and teammates primarily through Zendesk tickets and real-time discussions. This involves some combination of research skills, technical tools and processes, detailed error reports, documentation, and debugging.
  • Handling fast-moving situations, including urgent customer tickets and incidents.
  • One-off projects involving complex dependencies and multiple partners.
  • Observing and relaying chances to improve our platform, services, and overall offering.
  • Building and updating internal and customer-facing documentation.

Automattic develops and manages WordPress.com, a widely-used platform for creating websites and blogs. Users can easily set up their online presence through a user-friendly interface that allows for customization and content management. Automattic operates on a freemium model, offering basic services for free while charging for premium features like advanced design options and additional storage. This approach makes it accessible to a diverse clientele, including bloggers, small businesses, and large organizations. Unlike many competitors, Automattic also actively contributes to open-source projects and provides mobile applications for managing WordPress sites, enhancing user experience. The company's goal is to improve the web by offering tools that empower individuals and organizations to share their stories and services online.

Company Stage

Late Stage VC

Total Funding

$757.4M

Headquarters

San Francisco, California

Founded

2005

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

3%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for AI tools aligns with Automattic's recent acquisitions.
  • Expansion of e-commerce capabilities within WordPress attracts more small businesses.
  • Rising popularity of no-code platforms increases WordPress's appeal to non-technical users.

What critics are saying

  • Ongoing legal dispute with WP Engine may harm Automattic's reputation.
  • Forking of Advanced Custom Fields plugin could alienate existing users.
  • Integration of WPAI and Harper may strain Automattic's operational resources.

What makes Automattic unique

  • Automattic offers a freemium model, attracting a wide range of users.
  • The company supports open-source projects, enhancing its reputation in the tech community.
  • Automattic's recent AI acquisitions position it as a leader in AI-driven content tools.

Help us improve and share your feedback! Did you find this helpful?