{"id":391,"date":"2025-01-10T23:00:40","date_gmt":"2025-01-10T23:00:40","guid":{"rendered":"https:\/\/tradefinder.help\/?p=391"},"modified":"2025-01-10T23:00:40","modified_gmt":"2025-01-10T23:00:40","slug":"code-wrangler-support-tooling","status":"publish","type":"post","link":"https:\/\/tradefinder.help\/?p=391","title":{"rendered":"Code Wrangler &#8211; Support Tooling"},"content":{"rendered":"<div>\n<p>At\u00a0<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Automattic<\/a>, we believe in making the web a better place, and making our workplace a happy place. We hope you can join us on this journey!\u00a0<\/p>\n<p>To support customers of Automattic products in the WordPress ecosystem, we empower the work of our customer support agents, whom we call Happiness Engineers, through tooling. Code wranglers on our Happiness operations team are essential to our ability to provide fast and stable connections between customers and support. They automate, create, and update custom tools that help Automattic serve our customers in the best way possible. They are heroes because they make Happiness Engineers&#8217; jobs easier and more efficient, build tools to provide customer insights to product teams, and continually solve problems to improve the customer experience.\u00a0<\/p>\n<p>We\u2019re looking for talented engineers worldwide, excited to help Automattic\u2019s product ecosystem and Happiness team, and join <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">our mission to make the web a better place<\/a>.\u00a0<\/p>\n<p><strong>What have we worked on recently?<\/strong><\/p>\n<ul>\n<li>Happiness Assistant Widget is a customizable chat widget that provides a seamless user experience for interacting with a product\u2019s AI assistant.<\/li>\n<li>Happiness Support API brings together AI and human interactions (Zendesk Messaging) into one conversation stream. It enables product teams to implement a bespoke support experience.<\/li>\n<li>Happy Schedule is a scheduling tool that empowers our globally distributed Happiness team to achieve our coverage goals without boxing people into predefined work shifts.<\/li>\n<li>AI classifiers label support interactions as they enter Zendesk to automatically triage and route them to the correct support queues.<\/li>\n<li><a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Gutenberg<\/a> is a new block-level editor with clean abstractions for users, too, not just developers.<\/li>\n<li><a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">WooCommerce<\/a> is the most popular e-commerce platform on the web.<\/li>\n<li>To view more of our recent work, check out our longer product list on <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Automattic.com<\/a>.<\/li>\n<\/ul>\n<p><strong>How do we work?<\/strong><\/p>\n<ul>\n<li>We\u2019re <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">kind to each other<\/a> and our users \u2013 we strive to build a positive, supportive, and inclusive culture of cohesive teams focused on delivering value to our customers.<\/li>\n<li>We make up a global, distributed workforce, resulting in a unique way of working built around <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">our creed<\/a>.\u00a0<\/li>\n<li>We offer flexible work arrangements, allowing our team members to work when they feel best.<\/li>\n<li>We are open-source! We\u2019re cool with <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">open-sourcing<\/a> everything except passwords, or secret keys.<\/li>\n<li>We ship often, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">deploying many<\/a> times daily with the help of peer code review, continuous integration, and our global workforce in over 90 countries.<\/li>\n<li>We welcome collaboration, and you can be involved in any discussion across our many communication channels.<\/li>\n<\/ul>\n<p><strong>Enough about us, let\u2019s talk more about you. The Software Engineer position might be a good fit if you:<\/strong><\/p>\n<ul>\n<li>Have production experience with several programming languages. We mostly use PHP and JavaScript at Automattic. You should either be familiar with them already, or the idea of using them on a daily basis should not be a blocker for you.<\/li>\n<li>Have experience working on a large-scale system\u2014making it faster, more scalable, and fault-tolerant.<\/li>\n<li>Know about systems architecture.<\/li>\n<li>Are highly collaborative and love participating in code reviews and discussions about architecture or design.<\/li>\n<li>Are passionate about and experienced in software development; in particular, advanced JavaScript knowledge is a plus.<\/li>\n<li>Are knowledgeable about design patterns and testability; experience with testing frameworks, performance testing, and unit testing is very welcome.<\/li>\n<li>Are thoughtful about product design, with good user experience instincts.<\/li>\n<li>Are open and able to travel 3-4 weeks per year to meet up with your teammates in person.\u00a0<\/li>\n<\/ul>\n<p><strong>Extra credit:<\/strong><\/p>\n<ul>\n<li>Experience building and improving internal tools.<\/li>\n<li>Experience developing customer support workflows and solutions.<\/li>\n<li>Managing the support experience across different products.<\/li>\n<li>Understanding metrics and impact to measure effective customer support.<\/li>\n<li>Experience with Zendesk and Webhooks.<\/li>\n<li>Experience integrating AI into existing products.<\/li>\n<li>WordPress programming experience.<\/li>\n<li>Open source contributions or contributions to programs designed to help. underrepresented people enter the tech field.<\/li>\n<\/ul>\n<p><strong>Speaking of interests and skills, here are some areas in which you can grow and have further impact in the future at the company:<\/strong><\/p>\n<ul>\n<li>Leadership: We offer a variety of leadership options to those who have interest, including becoming a team lead and managing releases.<\/li>\n<li>Learning and development:We have a generous personal development budget and encourage you to grow your skills through courses, books, and conferences.<\/li>\n<li>Architecture:\u00a0 We encourage developers to develop expertise in the systems they work with, guide their evolution and mentor other developers working on them.<\/li>\n<li>Engineering effectiveness:\u00a0 We believe in helping other developers become more effective through tools, practices, cross-team collaborations, and process improvements.<\/li>\n<\/ul>\n<p>These are exciting times at Automattic, and you\u2019ll have a unique opportunity to shape the future of our products. Join us! We look forward to hearing from you.<\/p>\n<p><em>Curious who works in engineering at Automattic? <\/em><a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\"><em>Meet our Code Wranglers<\/em><\/a><em> \u2013 Brandon, Jeremy, Mark, Jennifer, Roy and Kat!<\/em>\u00a0<\/p>\n<p><strong>What to Expect:<\/strong><\/p>\n<p>We know applying to jobs can be stressful and we want to ease the stress by giving clear expectations upfront about our process. We\u2019ve outlined <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">everything you need to know here<\/a>, including all of the steps in the process as well as how we approach hiring.\u00a0<\/p>\n<p>Please note that we pay extra attention to your answers to the questions in the application form. They are a significant part of the hiring process, and we will review them just like we would review any other step of the hiring process. We\u2019re always iterating, so if you happen to join us in the process, please feel free to offer feedback on what else we can include there!<\/p>\n<p><strong>Salary range: $70,000-$170,000 USD.<\/strong>\u00a0 Please note that salary ranges are global, regardless of location, and we pay in local currency.<\/p>\n<p>We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.<\/p>\n<p>This isn\u2019t your typical work-from-home job\u2014we are a fully-remote company with an open vacation policy. Read more about our<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\"> compensation philosophy<\/a>. To see a full list of benefits by country, consult our <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Benefits Page<\/a>. And check out these links to learn more about <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">How We Hire<\/a> and <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">What We Expect from Ourselves<\/a>.<\/p>\n<div class='\"content-conclusion\"'>\n<p><strong>About Automattic<\/strong>\u00a0<\/p>\n<p>We are the people behind\u00a0<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">WordPress.com<\/a>, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">WooCommerce<\/a>, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Tumblr<\/a>, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Simplenote<\/a>, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Jetpack<\/a>, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Longreads<\/a>, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Day One<\/a>, <a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Pocket Casts<\/a>, and more. We believe in making the web a better place.<\/p>\n<p>We\u2019re a distributed company with more than 1700 Automatticians in 92 countries speaking 110+ different languages. And, even more than growth and profitability (although we\u2019re plenty profitable), above all, we\u2019re driven by a mission:\u00a0 We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.<\/p>\n<p><a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">We believe in Open Source<\/a>, and the vast majority of our work is available under the\u00a0<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">GPL<\/a>.<\/p>\n<p><strong>Diversity, Equity, &amp; Inclusion at Automattic<\/strong>\u00a0<\/p>\n<p>We\u2019re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices.\u00a0<\/p>\n<p>Automattic is a\u00a0<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Most Loved Company<\/a>\u00a0and\u00a0<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Disability Confident Committed<\/a>. (<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Here\u2019s what that might mean for you<\/a>.) Learn more about our dedication to\u00a0<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">diversity, equity, and inclusion<\/a>\u00a0and our\u00a0<a href=\"https:\/\/remotive.com\/remote-jobs\/software-dev\/code-wrangler-support-tooling-1962165\" rel=\"nofollow noopener\" target=\"_blank\">Employee Resource Groups<\/a>.<\/p>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>At\u00a0Automattic, we believe in making the web a better place, and making our workplace a happy place. We hope you can join us on this journey!\u00a0 To support customers of Automattic products in the WordPress ecosystem, we empower the work of our customer support agents, whom we call Happiness Engineers, through tooling. Code wranglers on [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-391","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"featured_image_url":[],"post_author":"","assigned_categories":"Uncategorized","jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts\/391","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=391"}],"version-history":[{"count":0,"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts\/391\/revisions"}],"wp:attachment":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=391"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=391"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=391"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}