Automattic
Happiness Engineer – Customer Support & Success
Job Description
Automattic’s Happiness team does more than just solve tickets; we craft exceptional customer experiences across Automattic's products. Our Happiness Engineers are equal parts technical troubleshooter, customer advocate, and solution designer. We hire ambitious, motivated people who know how to create a world-class experience every time our customers use our products.
As a Happiness Engineer you will:
- Work as part of our global team. Independence and accountability are key to how our team delivers 24/7 support.
- Help customers succeed. We work with everyone from developers and mid-sized agencies to new bloggers and merchants. We help them via email, live chat, and calls, but also proactive documentation and in-product guidance.
- Identify patterns and create solutions. The goal is not just to answer tickets, it’s to solve issues (before they arise whenever possible).
- Advocate for our customers and the feedback they share. Our product roadmaps and company priorities need to take this into account.
- Create a better system. Our best team members help teach their colleagues and help shape the tools, workflows, and information we rely on each day.
Experience with WordPress is strongly preferred and the right person for this role has:
- Prior experience working with customers. You’ve worked in technical support, customer success, or account management.
- A track record of measurable impact. You know how to boost retention rates, create more efficient solutions, or deliver strategic insights.
- Exceptional communication skills. You’re able to build trust with developers, agencies, enterprise clients, and non-technical users alike.
- The ability to work with teams across a company. You know how to help engineering, marketing, and other teams understand customer feedback and prioritize improvements.
- The ability to simplify complex concepts. You can give customers clear and simple guidance even when the issue is complicated and technical.
We value diverse backgrounds! Are you a deeply technical troubleshooter with Tier 3 support experience or WordPress development chops (PHP, JS)? Are you an eCommerce expert who has run or built businesses online? Are you an operational genius who has made teams more efficient through smart projects and programs? Tell us how your unique experience makes you perfect for this role.
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
We’re the people behind WordPress.com, WooCommerce, 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 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.
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.
Interested in this job?
Applications are no longer being accepted for this job.
Automattic
We are passionate about making the web a better place. WordPress.com Your blog or website has a (free!) home on the web. Your story, your way. Beeper Tower of Babel fragmented messaging woes you need a Beeper. Tumblr Where your interests connect you to your people, one post at a time. Day One Capture private thoughts. Journal…
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.