We now have close to 300 non-support employees at Automattic. Yet, each year most one of them (even Matt, our CEO) helps out in support. It’s a practice commonly known as “All Hands Support” (also referred to as Support Weeks at Automattic). I’ve been helping to wrangle Support Weeks at Automattic for a bit over two years now. As […]
5 Lessons I’ve Learned From One Year at Automattic
Having just celebrated my one year anniversary of working at Automattic, I wanted to share the 5 most important things I’ve learned about customer support and a distributed work environment.
Yes, I Work in Customer Support
I often have a hard time communicating exactly what I do on a daily basis when someone inevitably asks. It might be that they’re not familiar with WordPress.com (although that’s becoming rarer!), or they’re just not very interested in tech at all. In the beginning, there was also a bigger issue that I hated to […]
A Day in the Life of a Happiness Engineer
This week, many of us at Automattic are documenting our day to give everyone an idea of what it’s like to work for an entirely distributed company. If you’re interested in reading more you can follow the tag #a8cday at WordPress.com and on Twitter. Here’s my day as a Happiness Engineer. Whenever I tell someone I’m […]
Fully Automattic – Joining the WordPress.com Family
I’m extremely happy to announce that I’m joining the Automattic team (the parent company of WordPress.com) as a Happiness Engineer starting on Monday, October 28th. I couldn’t be more excited to join a team of passionate people that are helping to power a large portion of the web including many writers, designers, and creative folk. […]