Technical Account Manager, Automattic Special Projects Team

As a Technical Account Manager (TAM) on the Automattic Special Projects team, your primary responsibility is ensuring partners have an excellent experience with Word Press and Automattic products—from initial partner onboarding through the entire support and maintenance lifecycle of a site.

This involves close collaboration with our partners, designers, and developers to actualize partner requests, while also providing valuable feedback for product improvement to Automattic’s teams.

Some of your responsibilities will include

• Working closely with our partners to resolve their incoming requests with high precision.
• Managing and tracking partner requests that involve support from designers and developers, ensuring all requirements are outlined accurately and resolutions are timely.
• Diving into Word Press and Woo Commerce configurations, setup, and site building.
• Handling site migrations and basic DNS configuration.
• Communicating effectively and proactively with our partners to ensure all their site needs are being met.

Responsibilities

• Helping our partners use Automattic’s products—particularly Word Press, Woo Commerce, Jetpack, and Sensei LMS.
• Troubleshooting, investigating, and writing detailed Git Hub Issues.
• Sharing knowledge, tools, and tips to help team members.
• Cultivating strong relationships with our partners to understand their business/operational needs and how Automattic’s products can meet those needs.
• Communicating clearly and effectively to a diverse set of partners with varying levels of technical aptitude.

Requirements

• An advanced level of Word Press admin expertise, including

• Experience designing, publishing, and debugging content using the Word Press Block Editor.
• Understanding how a website makes use of Posts, Pages, and Custom Post Types.
• Ability to identify which themes and plugins are active on a site, and what they are responsible for.
• Excellent English writing and 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.
• 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.

We are currently prioritizing candidates who work during typical business hours in the Pacific time zone (approximately 16:00 to 02:00 UTC).

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.

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.

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