Senior Support Representative, Tier 2

Automattic is hiring a Senior Support Representative, Tier 2 to join our fully remote team in the United States. As a Senior Support Representative, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (East Coast)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Troubleshoot and resolve product issues • Escalate bugs and feedback to product teams • Document solutions and improve help content • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores What we offer: • Generous paid time off and company holidays • Paid parental leave • Comprehensive medical, dental, and vision coverage • Flexible working hours across US time zones • Competitive salary and meaningful equity How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Automattic is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Comfort with support tools (Zendesk, Intercom) • Excellent written and verbal communication • Reliable home internet and a quiet workspace • Empathy and patience Nice to have: • Experience in a fast-paced, high-growth environment • Comfort communicating clearly and proactively in writing