Website Automattic
We are passionate about making the web a better place.
Quick Job Overview
Company: Automattic
Job Type: Full-Time
Location: Remote (Worldwide)
Department: Customer Experience & Technical Support
Salary: $40,000 – $68,000 USD (Paid in Local Currency)
Category: Customer Support | WordPress | Technical Support | Remote Jobs
Also See: Remote Healthcare Data Entry Jobs
About the Company
Automattic is a globally distributed technology company best known for creating products that power millions of websites and businesses around the world. Its portfolio includes WordPress.com, WooCommerce, Jetpack, Tumblr, Pocket Casts, Day One, Simplenote, Beeper, and several other widely used web publishing and communication platforms.
With employees working remotely across numerous countries, Automattic promotes an open-source culture focused on building products that make publishing, online commerce, and communication more accessible worldwide.
About the Role
Automattic is seeking a Remote Customer Success Engineer to help customers get the most from its WordPress and WooCommerce products. This position combines technical support, customer success, product education, and continuous service improvement in a fully remote environment.
You’ll spend much of your day assisting customers through live chat and email while collaborating closely with teammates through online communication tools. Beyond solving technical issues, you’ll identify opportunities to improve customer experiences, recommend workflow enhancements, and contribute ideas that help shape future products and services.
This opportunity is ideal for professionals who genuinely enjoy helping people, solving technical challenges, and building long-term relationships with customers.
Key Responsibilities
Deliver Outstanding Customer Support
- Provide technical assistance through email and live chat.
- Troubleshoot customer issues related to WordPress and WooCommerce products.
- Help customers achieve their website publishing and eCommerce goals.
- Explain technical concepts in a simple and customer-friendly way.
- Deliver timely, accurate, and professional support experiences.
Improve Customer Success
- Identify recurring customer challenges and recommend long-term improvements.
- Advocate internally for customer needs and product enhancements.
- Assist with onboarding initiatives and customer education programs.
- Help improve support documentation and customer resources.
- Look for opportunities to simplify support processes and improve efficiency.
Collaborate Across Teams
- Work closely with teammates using Slack and other collaboration tools.
- Participate in knowledge sharing and peer mentoring.
- Contribute ideas that improve products, workflows, and customer satisfaction.
- Support new initiatives as customer needs continue to evolve.
Maintain High Service Standards
- Manage your own daily workload in a fully remote environment.
- Prioritize multiple customer conversations effectively.
- Meet service quality expectations while maintaining empathy and professionalism.
- Participate in occasional weekend support rotations with flexible weekday scheduling.
Required Qualifications
Essential Skills
- Hands-on experience using WordPress and/or WooCommerce.
- Previous experience in technical customer support, customer success, or customer service.
- Excellent written and verbal English communication skills.
- Strong troubleshooting and problem-solving abilities.
- Ability to work independently in a remote environment.
- Excellent organizational and time management skills.
- Self-motivated with the ability to meet deadlines consistently.
Preferred Qualifications
- Experience supporting high-volume customer environments.
- Knowledge of website publishing or eCommerce platforms.
- Experience improving customer workflows or operational processes.
- Additional language skills are a plus.
- Experience mentoring teammates or leading customer success initiatives.
- Practical experience using AI tools to improve productivity, automate workflows, or enhance customer support.
Who Will Thrive in This Role?
This role is ideal for someone who enjoys helping people solve technical problems while building lasting customer relationships. Successful candidates combine strong communication skills with technical curiosity, patience, empathy, and a desire to continuously improve customer experiences.
If you’re passionate about WordPress, enjoy working independently, and love creating positive customer interactions every day, this position offers an excellent long-term remote career opportunity.
Career Growth Opportunities
Professionals in this role may advance into positions such as:
- Senior Happiness Engineer
- Customer Success Manager
- Technical Support Lead
- Customer Experience Manager
- Product Specialist
- Technical Account Manager
- Product Operations Manager
- Team Lead
- Customer Success Director
Automattic also encourages internal career development across product, marketing, operations, engineering, data, and leadership teams.
Benefits
Eligible employees may enjoy a competitive benefits package that includes:
- Fully remote work environment
- Competitive global salary
- Open vacation policy
- Flexible work schedule
- Professional development opportunities
- Internal career growth
- Collaborative global team
- Comprehensive country-specific employee benefits
Helpful Career Tool
If you’re interested in customer support or technical success roles, you can evaluate how your current skills align with similar remote positions by using the WorkinVirtual Opportunity Readiness Checker:
https://workinvirtual.com/opportunity-readiness-checker/
The assessment can help identify strengths and highlight areas where additional skills or experience may improve your job search.
Career Insight
Customer Success Engineers continue to be in high demand as software companies expand globally. Employers increasingly seek professionals who can combine technical troubleshooting with excellent communication and customer relationship management.
Experience with WordPress, WooCommerce, SaaS platforms, live chat support, technical documentation, remote collaboration, and AI-powered productivity tools can significantly strengthen your long-term career prospects in customer success and technical support.
Browse more remote customer support jobs:
https://workinvirtual.com/jobs/
Explore additional remote career opportunities:
https://workinvirtual.com/remote-jobs/
How to Apply
Apply directly through the employer’s official careers page:
https://automattic.com/work-with-us/job/happiness-engineer-customer-support-success/
Important Notice
This job listing is provided for informational purposes only.
Applications are handled directly through the employer’s official careers website. WorkinVirtual is not involved in the recruitment or hiring process.