Customer Success Engineer, VIP

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Engineer, VIP based in Canada.

This is a customer-facing technical role focused on supporting enterprise customers running mission-critical WordPress applications. You will investigate complex technical issues, provide architectural guidance, and help customers achieve reliable, scalable deployments. The role combines advanced troubleshooting, software engineering, platform expertise, and customer success. You will work across support, engineering, and customer teams to resolve urgent issues while identifying long-term improvements. You will also contribute to documentation, platform quality, and preventative solutions that reduce recurring problems. Success in this role requires strong technical curiosity, excellent communication, and the ability to operate independently in a global environment. Because enterprise support operates 24/7, the position includes scheduled weekday and weekend shifts, with occasional evening and holiday availability.

Accountabilities: Provide advanced technical support and consultation through Zendesk tickets, customer calls, and other customer-facing channels.

Troubleshoot complex and urgent technical issues, including incidents, escalations, application failures, and production problems.

Investigate issues at the code level by analyzing logs, customer codebases, application behavior, and infrastructure configurations.

Provide architectural guidance for enterprise WordPress implementations, with a focus on scalability, performance, security, and reliability.

Apply deep knowledge of WordPress core concepts, themes, plugins, block editor functionality, e-commerce, WP-CLI, hooks, filters, imports, and related technologies.

Read, analyze, troubleshoot, and work with code across PHP, JavaScript, HTML, and CSS.

Diagnose issues involving REST APIs, HTTP, DNS, domain management, reverse proxies, version control, and other web technologies.

Collaborate with engineering and specialized technical teams to resolve high-impact customer problems and identify root causes.

Go beyond immediate fixes by identifying preventative solutions and contributing to long-term platform improvements.

Create and maintain internal and customer-facing technical documentation, troubleshooting guides, and best practices.

Contribute to improvements across support processes, platform reliability, and the overall customer experience.

Communicate technical findings, risks, recommendations, and resolutions clearly to both technical and non-technical stakeholders.

Participate in scheduled support coverage, including weekday and weekend shifts as well as some evening and holiday availability.

Requirements

Must be based in the United States, hold U.S. citizenship, and be able to complete required background checks.

Proven experience in a customer-facing technical role, particularly within enterprise support, solutions engineering, customer success engineering, or a similar environment.

Strong hands-on expertise with WordPress, including its underlying codebase, themes, plugins, block editor, e-commerce, WP-CLI, hooks, filters, imports, and advanced configuration.

Proficiency in reading, writing, and troubleshooting code using PHP, JavaScript, HTML, and CSS.

Strong understanding of web technologies, including REST APIs, HTTP, DNS, domain management, reverse proxies, and version control systems such as Git and SVN.

Experience with software engineering practices, including coding standards, source control, build processes, testing methodologies, and cloud infrastructure.

Advanced understanding of scalability, performance, security, and reliability challenges in enterprise environments.

Experience using monitoring, observability, and debugging tools such as Kibana and New Relic.

Excellent written English and the ability to explain complex technical concepts clearly to customers and colleagues.

Strong analytical and troubleshooting abilities, with the capacity to break complex problems into manageable components and identify root causes.

Highly self-motivated and capable of working independently in a distributed environment without close day-to-day supervision.

Strong customer orientation and a genuine interest in helping enterprise customers succeed.

Comfortable learning unfamiliar technologies quickly and adapting to new technical challenges.

Willingness to work scheduled shifts outside standard business hours, including weekends and holidays.

Benefits

Competitive salary range of $70,000–$150,000 USD , with compensation paid in local currency.

Fully remote work environment with the flexibility to work from home.

Open vacation policy.

Country-specific benefits and comprehensive employee support programs.

Opportunities for professional development and continuous technical learning.

The opportunity to work with enterprise-scale, high-traffic, mission-critical digital platforms.

Exposure to complex technical challenges across WordPress, web infrastructure, software engineering, and enterprise customer environments.

Opportunity to collaborate with a globally distributed team and customers across multiple regions.

A role with significant technical ownership and direct customer impact.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1