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

Entry, Junior

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 provides tools and services for creating and managing online content, primarily through its platform WordPress.com, which is widely used for building websites and blogs. Users can create their online presence using a variety of features, including customizable designs and storage options. Automattic operates on a freemium model, offering basic services for free while charging for premium features. This approach allows individuals, businesses, and organizations, including bloggers and non-profits, to choose the level of service that fits their needs. Unlike many competitors, Automattic also supports open-source projects and offers mobile applications for managing WordPress sites, making it easier for users to access their content from anywhere. The company's goal is to enhance the web experience for everyone by providing accessible and effective online tools.

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

  • Increased demand for AI tools benefits Automattic's acquisition of Harper.
  • Remote work trends boost demand for WordPress's online collaboration tools.
  • Website accessibility trends drive demand for WordPress's compliance features.

What critics are saying

  • Legal disputes with WP Engine could harm Automattic's reputation and finances.
  • Harper's integration may face challenges, misaligning with Automattic's core offerings.

What makes Automattic unique

  • Automattic's acquisition of Harper enhances WordPress's AI-driven content creation capabilities.
  • WPGraphQL aligns with the growing trend of headless CMS solutions for developers.
  • Automattic's focus on privacy features differentiates WordPress in a privacy-focused market.

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