About the role

Support is at the core of how we build great products: not just solving user problems, but actively driving quality, testing, and product feedback that shapes engineering decisions. As we’ve grown, we’ve seen firsthand how Support insights help us navigate the complex world of bridging platforms that don't offer public APIs, working around ecosystem limitations, and keeping the user experience clean despite the technical complexity underneath.

We’re looking for a seasoned support professional who thrives in technical, hands-on environments and understands that great support goes far beyond ticket resolution. You’ll join a small, deeply experienced team where your day-to-day varies dramatically, from testing pre-release builds and debugging account state issues to jumping into user sessions and tracking message delivery across bridges. This is messy, technical work that directly impacts how our product evolves.

Working ET hours (9AM-5PM UTC-4), you’ll often be the first responder when things break, requiring independence, clear thinking under pressure, and thorough communication. You’ll help bring structure and focus to QA work that’s currently squeezed into the margins, transforming reactive support into proactive product intelligence that helps engineering see around corners.

What the work looks like

You won’t be bored here. A typical week might include:

Investigating user issues across Beeper’s mobile and desktop apps.
Reviewing logs and debugging message sync or account session problems.
Running QA tests on new features before release.
Writing test plans and checklists to catch regressions.
Flagging bugs with dev-ready reproduction steps.
Answering support tickets, especially the complex ones.
Surfacing patterns from social channels and app store reviews.
Working with the product team to close the loop on feature requests.
Writing documentation (internal and user-facing) that actually gets used.

You’ll do well in this role if you:

Have 5+ years in technical support, QA, or hybrid operations roles.
Have deep instincts for debugging and root cause analysis.
Can clearly explain technical problems to both devs and users.
Know how to write clean, clear bug reports that don’t waste anyone’s time.
Can work comfortably across multiple platforms (mobile, web, desktop).
Don’t just do support. You think about how to prevent the next ticket.

Salary range: $60,000-$80,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.

Quality & Support Operations Engineer, Beeper

Anywhere in the world

Remote

Senior

Automattic