Customer Success Engineer, VIP

About the role

The Customer Success Engineer role is responsible for providing advanced technical support and consultation to our enterprise customers. In this customer-facing role, you will handle complex technical challenges, provide architectural guidance, and solve mission-critical problems with customer deployments and applications. You’ll work primarily through Zendesk tickets, while also participating in customer calls, to advance longer-term technical initiatives and build trusted customer relationships.

Responsibilities

• Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
• Handle complex and urgent customer situations, including incident response and escalations.
• In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams.
• Provide architectural guidance to customers on WordPress implementations.
• Build and update internal and customer-facing documentation.
• Contribute to the continuous improvement of our platform, processes, and customer experience.

Requirements

• US-based position. Candidates must be based in the United States and undergo background checks as required, and hold United States citizenship.
• Excellent 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 ways.
• Self-motivated work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams.
• Advanced troubleshooting abilities. You can take complex problems and break them down into manageable pieces with elegant solutions.
• Experience in customer-facing roles in an enterprise support environment.

Qualifications

You are an engineer who thrives on solving real-world problems. You may have a background in full-stack development, enterprise support, or media technology, and you’re ready to apply your technical skills directly with a wide spectrum of interesting global customers.

You never stop learning. You have a willingness to rapidly learn new technologies, and are excited by the challenge of debugging complex, unfamiliar applications.

You are curious and love to get to the root cause of an issue. You’re not satisfied with surface-level fixes and are driven to solve problems not once, but twice: fixing the immediate issue, and preventing it from happening again.

You have excellent written English and can effectively communicate technical concepts to customers and colleagues, sometimes under stressful circumstances. Communication is our oxygen and the basis of everything we do.

You like actively solving problems. You are excited by engaging regularly in deep, collaborative problem-solving, and motivated by what you learn along the way.

You are obsessed with helping others succeed, and love working directly with customers. Experience in an enterprise support environment is highly valued.

Skills

• WordPress 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 concepts.
• Proficient in reading, writing, and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript.
• Understanding 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 infrastructures.
• Advanced understanding of scalability, performance, and security issues in enterprise environments.
• Proficiency with monitoring and debugging tools such as Kibana and New Relic.

Benefits

Our benefits package includes:

• Flexible remote work options
• Open vacation policy
• Comprehensive health and wellness programs
• Continuous professional development opportunities
• Employee resource groups

Pay

Salary range: $70,000-$150,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.

Schedule

Your schedule will include:

• Scheduled weekday and weekend shifts
• Some holiday and evening availability

Contact

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