Enterprise Happiness Engineer

  • Contract: Full-time

Job Description

This is a customer-facing WordPress support role requiring a mix of debugging and development experience as well as great communication skills. You’ll be working directly with both client and agency developers on a daily basis on some of the highest-profile and highest-traffic WordPress sites in the world. Your voice as a customer advocate will help to improve and shape our platform, ensuring our clients and their site visitors have the best experience with our services. We are looking for people with empathy, writing skills, accountability, WordPress knowledge, and code savviness.

Are you interested in learning more about how our team works? Check out what our Enterprise Happiness Engineers have to say.

Your day would involve:

  • Maintaining the quality, accuracy, and thoroughness that is part of our high-touch, concierge support.
  • Helping clients and teammates via tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation.
  • Troubleshooting tough problems with client sites, themes, and platform tools that often deal with edge cases and WordPress internals at scale.
  • Handling high-pressure situations and one-off projects involving complex dependencies, multiple stakeholders, and tight deadlines.
  • Observing and relaying opportunities to make our platform, services, and overall offering more appealing.
  • Creating and updating internal and client-facing documentation.

Skill Requirements

  • Patience, grace, and a sense of humor.
  • A deep knowledge of WordPress and some of its plugins, themes, and WP-CLI.
  • A strong understanding of the Web; including familiarity with PHP, HTML, CSS, JavaScript, REST APIs, HTTP, DNS, and SVN or Git.
  • Experience working primarily in a customer-facing role, including support and training.
  • Admirable troubleshooting skills that help you take big problems and break them down into manageable pieces with elegant solutions—and importantly, keeping our customers apprised of progress throughout.
  • Understanding of issues around scalability and performance.
  • Exposure to monitoring tools such as Kibana and New Relic.
  • Great communication skills. We’re a distributed team, so frequent and clear written communication is a requirement.
  • A self-driven work ethic where you take initiative and follow things through to completion. You’re comfortable prioritizing tasks and deciding what you should work on next.
  • Curiosity and the desire to learn. Keeping up to date with changing WordPress and technology trends on behalf of the VIP team and clients, often training others once you’ve become proficient. Flexibility is key.
  • Consideration of the 24/7 nature of support and an ability to regularly assist with weekend coverage, as well as some holiday and evening availability. Our customers are global, and rely on us to provide expedient support, at any time of day. This is a full-time position.
  • Fluency and eloquence in written English are a requirement; additional spoken or written languages can be beneficial.

About the Company

We are the people behind WordPress.com, WooCommerce, Jetpack, Simplenote, Longreads, VaultPress, Akismet, Gravatar, Polldaddy, Cloudup, and more. We believe in making the web a better place.

We’re a distributed company with 755 Automatticians in 67 countries speaking 81 different languages. Our common goal is to democratize publishing so that anyone with a story can tell it, regardless of income, gender, politics, language, or where they live in the world.

We believe in Open Source and the vast majority of our work is available under the GPL.

We strive to live by the Automattic Creed.

Come work with us.

How to apply

Apply for this job online using the link below.

External Link »