Automattic

Ensuring excellent partner experience with WordPress and Automattic products through technical support, onboarding, and collaboration. | Strong technical acumen in WordPress, web technologies, project management, and excellent communication skills. | As a Technical Account Manager (TAM) on the Automattic Special Projects team, your primary responsibility will be to ensure our partners have an excellent experience with WordPress and Automattic products, from initial partner onboarding through the entire support and maintenance lifecycle of a website. Your role involves close collaboration with site owners, designers, and developers to actualize partner requests, while also providing valuable feedback for product improvement to Automattic’s teams. Your key responsibilities will include: • Driving our partners’ adoption of WordPress and other Automattic products and services. • Working closely with our partners to resolve their incoming requests with high precision. • Drawing on your technical acumen and verbal and written communication skills to represent Automattic. • Collaborate with partners to define website functionality in ambiguous contexts, and take ownership of delivery, timelines, and outcomes. • Diving into WordPress and WooCommerce configurations, setup, and site building. • Leading high-touch deployments or launches, including DNS configuration, domain transfers, data migrations, and integrations. • Acting as the “voice of the customer” for our product teams, championing areas for opportunity, and surfacing bugs. Other responsibilities: • Developing close relationships with our partners in order to understand their business/operational needs and technical challenges, and help them achieve the greatest value from our products—particularly (but not limited to) WordPress, WooCommerce, Jetpack, and MailPoet. • Troubleshooting technical and editor-facing issues as they arise, resolving the root causes where possible, and liaising with engineers where more in-depth support is needed. • Translating partner requests into concrete, WordPress-focused requirements. • Writing up clear, detailed tasks for team members to execute. • Responding to urgent incidents on our partner sites (such as fatal errors or workflow-blocking bugs) with speed, care, and attention to detail. • Continuously looking to improve and share processes that increase active project capacity. • Communicating confidently with third parties about partner needs, integration requirements, and WordPress best practices. • Demonstrating ownership of the quality of our partners’ sites by advocating for their needs, verifying solutions we've delivered, and having a high attention to detail. • Sharing knowledge, tools, and tips to help team members. • Communicating clearly and effectively to a diverse set of partners with varying levels of technical aptitude. About you: • You have an obsessive need to provide “beyond the expected” customer service to the folks you work with. • Your project management approach will strike a balance between thoroughness and momentum, keeping complex initiatives moving forward while maintaining quality and meeting deadlines. • An advanced level of WordPress admin expertise, including: • Ability to understand how plugins and themes interact with the site and with each other. • Comfort using the Site Editor to modify patterns and page templates. • A strong background with general web technologies, including: DNS, web accessibility, site performance, technical SEO, and ecommerce. • Excellent English written and verbal communication skills, with an aptitude for taking technical language and making it understandable. • Ability to triage requests, escalating needs outside the skillset/scope of the role to other team members. • Demonstrated ability to manage assigned work independently while adjusting to new and competing priorities. • Comfortable creating structure in ambiguous situations and pursuing a clear path forward. • Effective problem solving, conflict resolution, and context-switching. • Distilling goals and wishlists into concrete next steps. • Remaining undaunted by managing risks in high-stakes situations. • An eye for detail, and an innate desire to close out all items on a project checklist. • A demonstrable understanding of how AI can multiply your productivity. Bonus points if you have: • Contributed to an open source project. • Used Linear as a project or product management tool. • Read Unreasonable Hospitality. • Supported or run your own WooCommerce store. We are currently prioritizing at least one candidate that works during typical business hours in the Pacific time zone (approximately 16:00 to 02:00 UTC). Salary range: $85,000 -$130,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. #LI-DNI About Automattic Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place. We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—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. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. (Here’s what that might mean for you.) If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups. You can track your application status and more at MyGreenhouse. To learn about how we handle your data, please review our Privacy Policy. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. Automattic participates in the E-Verify program in certain locations, as required by law.

Assist customers via email and chat, teach and support users, identify issues, and improve customer experience. | Experience with WordPress/WooCommerce, customer support background, initiative, strong communication skills, self-motivated, and diverse expertise. | At Automattic, our Happiness Engineers are the creators and protectors of the customer experience. We take this seriously – every Automattic employee, regardless of role, spends their first two weeks in support and does a one-week rotation annually. Happiness Engineers introduce our customers to the possibilities of the open web. We teach, instruct, and solve technical problems so that our customers can achieve their publishing and commerce goals. We also advocate for our customers internally, to help build better tools and products to serve their ever-changing needs. You can read more about Automattic’s company values here. About the Job As a Happiness Engineer (“HE”), you'll spend around six self-scheduled hours per day helping customers via email and live chat, with constant peer support through Slack. We're fully remote but communicate heavily – expect continuous interaction with both customers and teammates. HEs typically work 1-2 weekend days per month (with equivalent flex days off during the week). This is a snapshot of what the work looks like today, but customer service needs and norms are constantly evolving, and our daily work evolves with it, so your week might look quite different six months from now. Beyond customer support, you'll help elevate our entire customer experience by identifying problems before they arise, finding efficiency improvements, and piloting new services like onboarding calls. We want people who thrive on change and jump at new initiatives, plus those who love mentoring peers and making everyone around them better. Our ideal hire has built a career in customer service and is genuinely motivated by having meaningful, substantive conversations with customers every single day. We’re looking for ambitious, motivated people who want to create a world-class experience every time our customers use our products. Career Growth as a Happiness Engineer We view support as a long-term career, not a stepping stone. Some of our most valued HEs have been here for a decade or more. We also strongly believe in growing and challenging our employees, and we promote internally for leadership (including senior leadership). In addition to leadership, Happiness work spans a broad range of functions, and new teams and roles are being introduced on a regular basis. In this role, you’ll have many opportunities to build new skillsets and to work on new initiatives with product, marketing, talent, data, and more. Our Happiness Engineers have transitioned to roles in every possible capacity, both within Happiness and all across Automattic. What We’re Looking For • WordPress and/or WooCommerce experience - While you don’t need to have a background in professional WordPress support, you do need hands-on experience beyond just building a couple of personal sites. Be specific about your background in your application. • Customer support experience - You've worked in technical support, customer experience, or customer success, ideally with high-volume end users, and loved it. • Initiative and impact - You've gone beyond daily tasks to improve things at your company, with measurable results. Boosted retention? Created efficient solutions? Delivered strategic insights? Tell us. • Exceptional communication - You build trust with developers, agencies, enterprise clients, and non-technical users alike. Fluent English is required (multilingual is a bonus). • Self-starter mentality - You're independent, you never miss deadlines, and you thrive in a high-autonomy environment. You learn on the job and manage your workload without heavy oversight. • Unique expertise - Whether you're a deeply technical troubleshooter, eCommerce expert, experienced leader, or operational genius, tell us how your background makes you perfect for this role. We value diverse experiences! Salary range: $40,000-$68,000 USD - Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. We’re pleased to offer a straightforward, competitive base salary, providing financial clarity without complex variable components. This isn’t your typical work-from-home job: we are a fully-remote company with an open vacation policy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. #LI-DNI About Automattic Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place. We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—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. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. (Here’s what that might mean for you.) If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups. You can track your application status and more at MyGreenhouse. To learn about how we handle your data, please review our Privacy Policy. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. Automattic participates in the E-Verify program in certain locations, as required by law.

Investigate and debug user issues, run QA tests, write test plans, handle complex support tickets, and provide product feedback to engineering. | 5+ years in technical support, QA, or hybrid operations roles with strong debugging and communication skills across multiple platforms. | Beeper, the innovative platform unifying over a dozen chat networks (WhatsApp, Google Messages, Telegram, Discord, Signal, Slack, and more) into one seamless app, is looking for an experienced Support professional to help shape the future of multi-platform messaging. About the Role Support is at the core of how we build great products: not just solving user problems, but actively driving quality, testing, and product feedback that shapes engineering decisions. As we’ve grown, we’ve seen firsthand how Support insights help us navigate the complex world of bridging platforms that don't offer public APIs, working around ecosystem limitations, and keeping the user experience clean despite the technical complexity underneath. We’re looking for a seasoned support professional who thrives in technical, hands-on environments and understands that great support goes far beyond ticket resolution. You’ll join a small, deeply experienced team where your day-to-day varies dramatically, from testing pre-release builds and debugging account state issues to jumping into user sessions and tracking message delivery across bridges. This is messy, technical work that directly impacts how our product evolves. Working ET hours (9AM-5PM UTC-4), you’ll often be the first responder when things break, requiring independence, clear thinking under pressure, and thorough communication. You’ll help bring structure and focus to QA work that’s currently squeezed into the margins, transforming reactive support into proactive product intelligence that helps engineering see around corners. What the work looks like You won’t be bored here. A typical week might include: • Investigating user issues across Beeper’s mobile and desktop apps. • Reviewing logs and debugging message sync or account session problems. • Running QA tests on new features before release. • Writing test plans and checklists to catch regressions. • Flagging bugs with dev-ready reproduction steps. • Answering support tickets, especially the complex ones. • Surfacing patterns from social channels and app store reviews. • Working with the product team to close the loop on feature requests. • Writing documentation (internal and user-facing) that actually gets used. You’ll do well in this role if you: • Have 5+ years in technical support, QA, or hybrid operations roles. • Have deep instincts for debugging and root cause analysis. • Can clearly explain technical problems to both devs and users. • Know how to write clean, clear bug reports that don’t waste anyone’s time. • Can work comfortably across multiple platforms (mobile, web, desktop). • Don’t just do support. You think about how to prevent the next ticket. Salary range: $60,000-$80,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency. We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. ABOUT AUTOMATTIC Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, Beeper, and more. We believe in making the web a better place. We’re a distributed company with more than 1400 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—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. Automattic is a Most Loved Company and Disability Confident Committed. (Here’s what that might mean for you.) Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups. If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates. To learn about how we handle your data, please review our Privacy Policy. You can track your application status and more at MyGreenhouse. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.