Automattic: Help Engineer, WordPress VIP

Headquarters: Distant

URL: https://automattic.com/

WordPress VIP, the enterprise division of Automattic, is the world’s main agile content material administration platform. Our suite of open options and providers brings the benefit and agility of WordPress to the world’s largest enterprises. Our massive and rising ecosystem of applied sciences, providers, and integrations is designed to convey the liberty and energy of open supply to our prospects, who embody Meta, CNN, Salesforce, and lots of extra.

The Help Engineer position is chargeable for offering superior technical assist to our enterprise prospects, serving as an escalation level for advanced points that require deeper investigation. On this customer-facing position, you’ll deal with difficult debugging situations, troubleshoot intricate software and platform points, and assist resolve issues that transcend commonplace assist workflows. You’ll work primarily by means of Zendesk tickets, collaborating intently with Help Engineers and Buyer Success Engineers to make sure well timed, high-quality resolutions whereas constructing your technical experience and buyer relationships.

You’ll function a technical useful resource for each prospects and inner groups, bridging assist and specialised engineering features in high-impact conditions. Help is offered 24/7, so scheduled weekday and weekend shifts, on-call rotations, in addition to some vacation and night availability, will probably be a requirement. Our prospects are world and depend on our workforce to supply expedient assist at any time of day.

About You

• You’re a technical problem-solver who thrives on serving to prospects. You might have a background in WordPress growth, technical assist, or company work, and also you’re able to tackle extra advanced challenges whereas persevering with to construct your engineering expertise. You benefit from the number of working with a large spectrum of attention-grabbing world prospects.
• You by no means cease studying. You’ve a willingness to quickly study new applied sciences and deepen your experience in areas like PHP, JavaScript, and the WordPress ecosystem. You’re excited by the problem of debugging unfamiliar purposes and increasing your technical toolkit.
• You might be curious and like to dig deeper. When a problem is escalated to you, you’re not happy with surface-level fixes. You’re pushed to know the foundation trigger and to doc what you study, so the workforce can profit out of your investigation.
• Communication is our oxygen and the premise of every thing we do. You’ve wonderful written English and may talk technical ideas to prospects and colleagues, even when issues go incorrect. You know the way to translate advanced debugging findings into clear, actionable steering. You want actively fixing issues, and serving to others resolve them too. You take pleasure in collaborative troubleshooting, whether or not that’s pairing with a Help Engineer on a tough ticket, or consulting with a CSE on a deeper platform concern. Buyer assist, and what you study fixing buyer issues, drive you.
• You might be keen about buyer success and workforce progress. You like working immediately with prospects and discover satisfaction in mentoring teammates. Expertise in a technical assist surroundings—particularly enterprise WordPress assist—is extremely valued.

Technical Necessities

• WordPress experience with a stable understanding of core ideas, together with themes, plugins, hooks and filters, WP-CLI, imports, and customary troubleshooting patterns. Familiarity with the block editor (Gutenberg) and ecommerce options (WooCommerce) is a plus.
• Proficient in studying and troubleshooting code in a number of languages, together with HTML, CSS, PHP, and JavaScript. Try to be snug navigating unfamiliar codebases to determine points and in a position to write small code snippets or patches when wanted.
• Understanding of net technologies, together with REST APIs, HTTP, DNS, area administration, and model management (primarily Git). Familiarity with reverse proxy configurations and caching layers is useful however not required.
• Familiarity with software program engineering practices, together with coding requirements, supply management workflows, and fundamental testing ideas. Expertise working alongside engineering groups or contributing to workforce repositories is valued.
• Stable understanding of efficiency and scalability ideas in WordPress environments, together with frequent causes of gradual queries, caching methods, and useful resource optimization. Safety consciousness and familiarity with frequent vulnerabilities are welcome however not required.
• Snug utilizing monitoring and debugging instruments akin to New Relic, Kibana, or comparable platforms to research software habits, determine errors, and hint efficiency points.

Necessities

• US-based place. Candidates should be primarily based in the US, bear background checks as required, and maintain American citizenship.
• Self-motivated and collaborative work ethic. Self-starters who love taking initiative and seeing issues by means of to completion do properly on our groups. 
• Sturdy troubleshooting skills. You may take advanced issues and break them down systematically, figuring out root causes by means of methodical investigation. You know the way to collect the best data, isolate variables, and work towards decision—or clearly doc your findings when escalating.
• Expertise in customer-facing technical roles. You’ve labored immediately with prospects in a assist, company, or consulting surroundings, and perceive stability technical accuracy with clear, empathetic communication. Expertise in enterprise WordPress assist or the same surroundings the place prospects count on quick, private responses is a bonus.

What to Count on

Your day-to-day work will embody:

• Offering high-quality technical assist and session by means of Zendesk tickets and buyer calls.
• Dealing with escalated buyer points that require deeper investigation, together with pressing tickets and complicated debugging situations.
• In-depth debugging that requires shut examination of logs, evaluation of buyer codebases, and collaboration with engineering groups.
• Offering technical steering to prospects on WordPress finest practices, efficiency optimization, and customary implementation patterns.
• Constructing and updating inner and customer-facing documentation.
• Contributing to the continual enchancment of our platform, processes, and buyer expertise.

Help is offered 24/7, so scheduled weekday and weekend shifts, in addition to some vacation and night availability, will probably be a requirement. There will probably be on-call rotations involving work with authorities contracts.

Wage vary: $55,000 to $85,000 USD – Please be aware that wage ranges are world, no matter location, and we pay in native forex.

We’re trying to find high-caliber candidates with the abilities and qualities to have a web constructive for Automattic. Pay will replicate the potential contribution and the impression you may convey, which can, in some circumstances, transcend the vary said.

We’re happy to supply a simple, aggressive base wage, offering monetary readability with out advanced variable elements. This isn’t your typical work-from-home job: we’re a fully-remote firm with an open trip coverage. To see a full checklist of advantages by nation, seek the advice of our Advantages Web page. And take a look at these hyperlinks to study extra about How We Rent and What We Count on from Ourselves. 

To use: https://weworkremotely.com/remote-jobs/automattic-support-engineer-wordpress-vip