Technical Account Manager, Automattic Special Projects Team

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Account Manager, Automattic Special Projects Team based in Canada.

This role is focused on delivering exceptional technical experiences for partners throughout the full website lifecycle.
You will combine advanced WordPress expertise with project management, troubleshooting, and customer success skills.
The position involves working closely with site owners, designers, developers, and third-party stakeholders to turn complex needs into effective solutions.
You will take ownership of high-touch deployments, integrations, migrations, and urgent technical issues.
Your work will directly influence partner satisfaction while helping improve products, processes, and technical practices.
The environment rewards autonomy, thoughtful problem-solving, clear communication, and a strong commitment to quality.
It is an ideal opportunity for a technically sophisticated professional who enjoys working across varied projects and ambiguous challenges.

• 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.