As a Technical Support Manager your job is to provide frontline assistance to the scores of news organizations hosted on our platform. You’ll work with editors, publishers and product managers to guide them in the use of the platform, help them address day-to-day operational needs and solve any technical challenges.
We have a vibrant Slack workspace where clients regularly interact with one another as well as with the dozen-plus members of our team.
Your style is to get things done while reducing friction for your colleagues and clients, to respond rapidly when called upon, as well as being proactive. You view our clients as partners, not just customers, and pride yourself in establishing long-term relationships.
A typical day involves:
- Troubleshooting a wide variety of technical issues that arise because of software bugs, configuration issues or layout and styling problems, using a combination of email, Slack and Zoom.
- Coaching clients on the optimal use and configuration of the platform.
- Helping customers identify and implement the best tools for the task.
- Building awareness of the latest product enhancements.
- Working with Newspack account managers and engineers to document, research and resolve a wide variety of product and engineering issues.
The work involves high-touch interaction with clients, often in fast moving situations involving complex issues. And you’ll have frequent contact with the team and with the wider Automattic community.
- Deep knowledge of WordPress. You’re not expected to have formal engineering skills, but it’s important to be able to read the code when diagnosing and potentially resolving problems.
- Excellent communication skills. We’re a distributed team, so frequent and clear written and verbal communication is crucial.
- Self-motivated work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams.
- Curiosity and the desire to learn. Keeping up to date with changing WordPress and news industry trends on behalf of our teams and customers, often training others once proficient. Flexibility is key.
- Proficiency and eloquence in written English. Additional spoken or written languages a plus.
Useful skills to have:
- A background in news is not required but highly desirable. At a minimum you need to be able to put yourself in the shoes of reporters and editors who are often working on deadline with limited resources.
- Experience working primarily in a customer-facing role, including support and training.
- Superb troubleshooting skills that help you take big problems and break them down into manageable pieces with elegant solutions.
- Understanding of issues around scalability and performance.