Code Wrangler - Support Tooling

At Automattic, we believe in making the web a better place, and making our workplace a happy place. We hope you can join us on this journey! 

To support customers of Automattic products in the WordPress ecosystem, we empower the work of our customer support agents, whom we call Happiness Engineers, through tooling. Code wranglers on our Happiness operations team are essential to our ability to provide fast and stable connections between customers and support. They automate, create, and update custom tools that help Automattic serve our customers in the best way possible. They are heroes because they make Happiness Engineers' jobs easier and more efficient, build tools to provide customer insights to product teams, and continually solve problems to improve the customer experience. 

We’re looking for talented engineers worldwide, excited to help Automattic’s product ecosystem and Happiness team, and join our mission to make the web a better place. 

What have we worked on recently?

• Happiness Assistant Widget is a customizable chat widget that provides a seamless user experience for interacting with a product’s AI assistant.
• Happiness Support API brings together AI and human interactions (Zendesk Messaging) into one conversation stream. It enables product teams to implement a bespoke support experience.
• Happy Schedule is a scheduling tool that empowers our globally distributed Happiness team to achieve our coverage goals without boxing people into predefined work shifts.
• AI classifiers label support interactions as they enter Zendesk to automatically triage and route them to the correct support queues.
• Gutenberg is a new block-level editor with clean abstractions for users, too, not just developers.
• WooCommerce is the most popular e-commerce platform on the web.
• To view more of our recent work, check out our longer product list on Automattic.com.

How do we work?

• We’re kind to each other and our users – we strive to build a positive, supportive, and inclusive culture of cohesive teams focused on delivering value to our customers.
• We make up a global, distributed workforce, resulting in a unique way of working built around our creed. 
• We offer flexible work arrangements, allowing our team members to work when they feel best.
• We are open-source! We’re cool with open-sourcing everything except passwords, or secret keys.
• We ship often, deploying many times daily with the help of peer code review, continuous integration, and our global workforce in over 90 countries.
• We welcome collaboration, and you can be involved in any discussion across our many communication channels.

Enough about us, let’s talk more about you. The Software Engineer position might be a good fit if you:

• Have production experience with several programming languages. We mostly use PHP and JavaScript at Automattic. You should either be familiar with them already, or the idea of using them on a daily basis should not be a blocker for you.
• Have experience working on a large-scale system—making it faster, more scalable, and fault-tolerant.
• Know about systems architecture.
• Are highly collaborative and love participating in code reviews and discussions about architecture or design.
• Are passionate about and experienced in software development; in particular, advanced JavaScript knowledge is a plus.
• Are knowledgeable about design patterns and testability; experience with testing frameworks, performance testing, and unit testing is very welcome.
• Are thoughtful about product design, with good user experience instincts.
• Are open and able to travel 3-4 weeks per year to meet up with your teammates in person. 

Extra credit:

• Experience building and improving internal tools.
• Experience developing customer support workflows and solutions.
• Managing the support experience across different products.
• Understanding metrics and impact to measure effective customer support.
• Experience with Zendesk and Webhooks.
• Experience integrating AI into existing products.
• WordPress programming experience.
• Open source contributions or contributions to programs designed to help. underrepresented people enter the tech field.

Speaking of interests and skills, here are som