Who you are

• 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

What the job involves

• 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
• 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

Benefits

• Professional Development · “I will never stop learning” is part of our company creed. From leadership development to improving your writing skills, we have a comprehensive list of programs and resources available to everyone, and we’re also happy to pay for any hardware, software, books, or conferences that promote continued learning.
• Career Coaching · Coaching sessions to help you set and achieve professional goals are available for all Automatticians – team members and team leads. This benefit resets each calendar year.
• Time off · Our open vacation policy (no set number of days per year) is designed to help you to be at your best! There is no minimum or maximum, but we encourage you to take at least 25 days of time off per year.
• Home Office · We offer home office setup and coworking allowances. Working from a coffee shop? You can use your coworking allowance for the requisite latte!
• Wellness · We offer mental wellness benefits including an Employee Assistance Program, a monthly subscription to a mindfulness app (including Calm, Headspace, Ten Percent Happier, Waking up, and Insight timer), and virtual ergonomic consultations and access to a wealth of virtual ergonomic tips, stretch videos and yoga exercises.
• Parental leave · Open parental leave (including maternity, paternity, LGBTQ+, and adoption for all parents). If you’ve been with Automattic for 12 months, your leave up to 6 months is fully paid.
• Anniversary Awards · Paid three-month sabbatical encouraged every five years and other cool anniversary surprises.
• Automattic Stock · Check out Buying and selling Automattic Stock!
• Life Insurance · Company-sponsored life insurance.
• Compensation · We attract talent around the world and pay global salary ranges. We prioritize internal equity and review your pay every 12-18 months.
• Sabbatical · Working at Automattic provides numerous opportunities to learn new skills, grow in your career, and have a significant and positive impact on the lives of millions. It also offers the rare (and juicy!) benefit of a paid, three-month sabbatical every five years.