About the role

Provide advanced technical support to enterprise customers at WordPress VIP, handling escalated, complex issues that require deeper investigation. You will debug scenarios through Zendesk tickets, troubleshoot application and platform issues, collaborate with support teams, and serve as a technical resource for customers and internal teams. The role requires 24/7 support availability with scheduled weekday and weekend shifts, on-call rotations, and holiday/evening availability.

Responsibilities

Provide high-quality technical support via Zendesk and customer calls
Handle escalated issues requiring in-depth debugging and log analysis
Offer technical guidance on WordPress best practices and optimization
Build internal and customer-facing documentation
Contribute to platform and process improvements

Requirements

WordPress expertise (themes, plugins, hooks, filters, WP-CLI, Gutenberg familiarity)
Proficient reading and troubleshooting HTML, CSS, PHP, and JavaScript
Understanding of REST APIs, HTTP, DNS, domain management, and Git
Performance and scalability knowledge in WordPress environments
Comfortable with monitoring tools such as New Relic and Kibana
US citizenship and US-based residency required throughout employment

Skills

DevOps / SRE JavaScript PHP DNS Git CSS HTML WordPress

How to apply

Apply directly on the employer's application page. Your application goes straight to them.

Republished listing

This opportunity was discovered on Automattic's public careers page and is republished here for discovery purposes. Applications are handled by the employer.

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