[Remote] Customer Success Engineer, VIP

Note: The job is a remote job and is open to candidates in USA. Automattic is the world's leading agile content management platform, providing open solutions and services to large enterprises. The Customer Success Engineer role involves offering advanced technical support and consultation to enterprise customers, solving complex technical challenges, and building trusted relationships with clients.ResponsibilitiesProviding high-quality technical support and consultation through Zendesk tickets and customer callsHandling complex and urgent customer situations, including incident response and escalationsIn-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teamsProviding architectural guidance to customers on WordPress implementationsBuilding and updating internal and customer-facing documentationContributing to the continuous improvement of our platform, processes, and customer experienceSkillsUS-based position. Candidates must be based in the United States and undergo background checks as required, and hold United States citizenshipExcellent 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 waysSelf-motivated work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teamsAdvanced troubleshooting abilities. You can take complex problems and break them down into manageable pieces with elegant solutionsExperience in customer-facing roles in an enterprise support environmentWordPress 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 conceptsProficient in reading, writing, and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScriptUnderstanding 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 infrastructuresAdvanced understanding of scalability, performance, and security issues in enterprise environmentsProficiency with monitoring and debugging tools such as Kibana and New RelicBenefitsFully-remote companyOpen vacation policyTo see a full list of benefits by country, consult our Benefits Page.Company OverviewAutomattic is a global tech company that offers WordPress, WooCommerce, and other web solutions. It was founded in 2005, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://automattic.com/.