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.

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.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. 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.

About Automattic:

Now in our 20th year, 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 1500 Automatticians in nearly every corner of the globe, speaking 110 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.

Quality & Support Operations Engineer, Beeper

Anywhere in the world

Remote

Mid-level

Automattic