Technical Account Manager, Automattic Special Projects Team

Accountabilities

• • Drive partner adoption of WordPress and related web products and services, helping customers achieve meaningful value from their technology investments.
  • Build trusted relationships with partners, understand their operational and technical needs, and provide high-quality support throughout the website lifecycle.
  • Translate ambiguous partner requests and business goals into clear, actionable, WordPress-focused requirements and delivery plans.
  • Own project execution, timelines, quality, and outcomes while coordinating effectively with site owners, designers, developers, engineers, and third-party stakeholders.
  • Configure and troubleshoot WordPress environments, including plugins, themes, the Site Editor, WooCommerce, integrations, and other site-building components.
  • Lead high-touch website deployments and launches, including DNS configuration, domain transfers, data migrations, integrations, and related technical activities.
  • Investigate technical and editor-facing issues, identify root causes where possible, and escalate complex problems to engineering teams when appropriate.
  • Respond quickly and carefully to urgent incidents such as fatal errors and workflow-blocking issues, minimizing disruption and protecting partner experiences.
  • Create clear and detailed tasks for team members, maintain project checklists, and ensure solutions are properly implemented and verified.
  • Act as a voice of the customer by identifying product opportunities, surfacing bugs, communicating partner feedback, and advocating for improvements.
  • Continuously improve processes, workflows, tools, and knowledge-sharing practices to increase team efficiency and project capacity.

  Requirements

  • Demonstrated ability to use AI tools effectively to increase productivity, with practical examples of how AI has improved your work.
  • Advanced WordPress administration expertise, including a strong understanding of how plugins and themes interact and hands-on experience with the Site Editor, patterns, and page templates.
  • Strong knowledge of web technologies and concepts, including DNS, web accessibility, site performance, technical SEO, and ecommerce.
  • Experience supporting or managing websites and working directly with technical and non-technical stakeholders in customer-facing environments.
  • Excellent written and verbal English communication skills, with the ability to translate complex technical concepts into clear, accessible language.
  • Strong project management skills, including the ability to balance thoroughness with momentum, manage deadlines, and keep complex initiatives moving.
  • Proven ability to independently manage multiple priorities, adapt to changing requirements, and maintain quality in a fast-paced environment.
  • Strong troubleshooting, problem-solving, conflict-resolution, and technical triage skills, with good judgment around when to escalate issues.
  • Ability to create structure in ambiguous situations, turn broad goals or wish lists into concrete next steps, and take ownership of outcomes.
  • Exceptional attention to detail and a strong commitment to completing tasks, resolving issues, and maintaining high-quality partner experiences.
  • Comfortable managing risk and remaining composed when handling high-stakes technical situations.
  • Experience working with diverse partners who have varying levels of technical knowledge and communication styles.
  • Experience contributing to an open-source project, using Linear for project or product management, or supporting a WooCommerce store is a plus.

  Benefits

  • Competitive global salary range of $85,000–$130,000 USD, with compensation paid in local currency and determined based on skills, experience, potential contribution, and impact.
  • Fully distributed work environment designed to support professionals working from different locations around the world.
  • Open vacation policy that provides flexibility to manage time away from work.
  • Country-specific benefits packages designed to reflect local employee needs and market conditions.
  • Opportunities to work on globally used web, publishing, commerce, and communication technologies.
  • An open-source-focused environment that encourages knowledge sharing, collaboration, and innovation.
  • Inclusive and diverse international community with colleagues and partners across many regions and backgrounds.
  • Accessibility support throughout the application and interview process where accommodations are needed.