Customer Success Engineer VIP
Posted:
Position: Customer Success Engineer, VIP
Date Posted: June 17, 2026
Industry: Technology / SaaS / WordPress / Enterprise Support
Employment Type: Full Time
Experience: Experience in Enterprise Support, Full-Stack Development, or Technical Customer Engineering Preferred
Qualification: Bachelor’s Degree in Computer Science, Software Engineering, IT, or Related Field Preferred
Salary: $70,000 – $150,000 USD
Location: United States, REMOTE
Company: Automattic (WordPress VIP)
Description:
Automattic, through its WordPress VIP division, is seeking a highly skilled Customer Success Engineer to support its enterprise-level customers. WordPress VIP is a leading content management platform used by major global organizations, delivering scalable, secure, and high-performance digital experiences.
This role is designed for a technically strong, customer-focused engineer who can solve complex issues, provide architectural guidance, and support mission-critical systems. You will work closely with enterprise clients, internal engineering teams, and support systems to ensure smooth platform performance and rapid resolution of technical challenges.
The position involves handling advanced troubleshooting, deep technical analysis, and direct communication with global customers. You will also contribute to improving documentation, platform stability, and customer experience across large-scale deployments.
Key Responsibilities:
• Provide advanced technical support and consultation to enterprise customers.
• Handle complex technical issues, debugging, and incident escalation cases.
• Analyze logs, codebases, and system behavior to identify root causes of issues.
• Deliver architectural guidance for WordPress VIP implementations.
• Communicate with customers via Zendesk tickets and scheduled calls.
• Collaborate with internal engineering and support teams on high-impact issues.
• Develop and maintain technical documentation and troubleshooting guides.
• Support continuous improvement of platform performance, reliability, and customer experience.
Requirements:
• Must be based in the United States and eligible for required background checks.
• Strong experience in enterprise customer support or technical engineering roles.
• Advanced knowledge of WordPress, including themes, plugins, WP-CLI, hooks, and block editor.
• Proficiency in HTML, CSS, PHP, JavaScript, and debugging across multiple languages.
• Understanding of web technologies including REST APIs, HTTP, DNS, Git, and cloud infrastructure.
• Experience with scalability, performance optimization, and security best practices.
• Familiarity with monitoring tools such as Kibana and New Relic.
• Excellent written and verbal communication skills.
• Strong knowledge of:
• WordPress Architecture and Enterprise CMS Systems
• Software Engineering Practices and Debugging Techniques
• Cloud Infrastructure, APIs, and Web Technologies
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