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 Italy.

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.