About the role
<p><a href="https://wpvip.com/">WordPress VIP</a>, the enterprise division of <a href="https://automattic.com/">Automattic</a>, is the world’s leading agile content management platform. Our suite of open solutions and services brings the ease and agility of <a href="https://wordpress.org/">WordPress</a> to the world’s largest enterprises. Our large and growing ecosystem of technologies, services, and integrations is designed to bring the freedom and power of open source to our customers, who include Meta, CNN, Salesforce, and hundreds more.</p> <p>The Support Engineer role is responsible for providing advanced technical support to our enterprise customers, serving as an escalation point for complex issues that require deeper investigation. In this customer-facing role, you will handle challenging debugging scenarios, troubleshoot intricate application and platform issues, and help resolve problems that go beyond standard support workflows. You’ll work primarily through Zendesk tickets, collaborating closely with Support Engineers and Customer Success Engineers to ensure timely, high-quality resolutions while building your technical expertise and customer relationships.</p> <p>You’ll serve as a technical resource for both customers and internal teams, bridging support and specialized engineering functions in high-impact situations. Support is provided 24/7, so scheduled weekday and weekend shifts, on-call rotations, as well as some holiday and evening availability, will be a requirement. Our customers are global and rely on our team to provide expedient support at any time of day.</p> <p><strong>About You</strong></p> <ul> <li>You are a technical problem-solver who thrives on helping customers. You may have a background in WordPress development, technical support, or agency work, and you’re ready to take on more complex challenges while continuing to build your engineering skills. You enjoy the variety of working with a wide spectrum of interesting global customers.</li> <li>You never stop learning. You have a willingness to rapidly learn new technologies and deepen your expertise in areas like PHP, JavaScript, and the WordPress ecosystem. You’re excited by the challenge of debugging unfamiliar applications and expanding your technical toolkit.</li> <li>You are curious and love to dig deeper. When an issue is escalated to you, you’re not satisfied with surface-level fixes. You’re driven to understand the root cause and to document what you learn, so the team can benefit from your investigation.</li> <li><a href="https://automattic.com/creed/">Communication is our oxygen</a> and the basis of everything we do. You have excellent written English and can communicate technical concepts to customers and colleagues, even when things go wrong. You know how to tra