Technical Account Manager - Automattic Special Projects Team

As a Technical Account Manager (TAM) on the Automattic Special Projects team, your primary responsibility is ensuring partners have an excellent experience with WordPress and Automattic products— from initial partner onboarding through the entire support and maintenance lifecycle of a site. This involves close collaboration with our partners, designers, and developers to actualize partner requests, while also providing valuable feedback for product improvement to Automattic's teams.

Some of your responsibilities will include: 

• Working closely with our partners to resolve their incoming requests with high precision.
• Managing and tracking partner requests that involve support from designers and developers, ensuring all requirements are outlined accurately and resolutions are timely.
• Diving into WordPress and WooCommerce configurations, setup, and site building.
• Handling site migrations and basic DNS configuration.
• Communicating effectively and proactively with our partners to ensure all their site needs are being met.

Responsibilities:

• Helping our partners use Automattic’s products—particularly WordPress, WooCommerce, Jetpack, and Sensei LMS.
• Troubleshooting, investigating, and writing detailed GitHub Issues.
• Sharing knowledge, tools, and tips to help team members.
• Cultivating strong relationships with our partners to understand their business/operational needs and how Automattic’s products can meet those needs.
• Communicating clearly and effectively to a diverse set of partners with varying levels of technical aptitude.

Requirements: 

• An advanced level of WordPress admin expertise, including:
• Experience designing, publishing, and debugging content using the WordPress Block Editor.
• Understanding how a website makes use of Posts, Pages, and Custom Post Types.
• Ability to identify which themes and plugins are active on a site, and what they are responsible for.
• Excellent English writing and communication skills, with an aptitude for taking technical language and making it understandable.
• Ability to triage requests, escalating needs outside the skillset/scope of the role to other team members.
• Comfortable creating structure in ambiguous situations and pursuing a clear path forward.
• Effective problem solving, conflict resolution, and context-switching.
• Distilling goals and wishlists into concrete next steps.
• Remaining undaunted by managing risks in high-stakes situations.
• An eye for detail, and an innate desire to close out all items on a project checklist.

We are currently prioritizing candidates who work during typical business hours in the Pacific time zone (approximately 16:00 to 02:00 UTC).

…