Happiness Engineer – Customer Support & Success

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.