Happiness Engineer – Customer Support & Success

About the role

We are looking for a Happiness Engineer who will combine technical support, customer success and product advocacy to deliver exceptional experiences for users of our publishing, commerce and digital communication platform. Based in Ireland and working in a remote‑first environment, you will help customers solve technical issues, adopt product features and achieve their business goals.

Key responsibilities

• Provide high‑quality support via email, live chat and other channels while maintaining strong customer satisfaction.
• Troubleshoot technical problems related to WordPress, WooCommerce, websites, plugins, hosting environments and digital publishing workflows.
• Guide customers through platform features, best practices and product capabilities.
• Identify recurring pain points and propose improvements to documentation, support processes and product experience.
• Collaborate with cross‑functional teams to advocate for customer needs and share insights on bugs and feature requests.
• Participate in onboarding, support experiments, operational improvements and new customer‑success programs.
• Create and maintain internal and customer‑facing knowledge bases, troubleshooting guides and documentation.
• Mentor peers and contribute to a culture of continuous improvement and learning.
• Leverage AI‑powered tools, workflows and automations to increase efficiency and streamline support operations.

Required profile

• Hands‑on experience with WordPress and/or WooCommerce beyond personal hobby use, including troubleshooting, customization or operational support.
• Previous experience in customer support, technical support, customer success or a similar customer‑facing role, preferably in a SaaS or technology‑driven environment.
• Strong technical troubleshooting abilities and the capacity to explain complex concepts clearly.

Required skills

• WordPress
• WooCommerce
• Hosting environments
• Digital publishing workflows
• AI‑powered support tools and automations