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Support en tant qu’Ingénieur du bonheur client

September 8, 2026

Notre logiciel et nos services sont conçus pour offrir une expérience fluide et fiable, mais en cas de problème, nos clients peuvent compter sur notre support. Nos Happiness Engineers sont en première ligne, afin de garantir à nos utilisateurs un service exceptionnel. Leur rôle est essentiel : ils interagissent avec les clients plus que n’importe quelle autre équipe chez Automattic et contribuent à façonner l’expérience des personnes, précisément au moment où elles en ont le plus besoin. Que votre expérience vienne du support technique, de la réussite client ou de l’ingénierie, si vous êtes passionné(e) par l’offre d’une expérience utilisateur remarquable, nous serions ravis d’en savoir plus sur vous. Vous voulez comprendre comment notre équipe fonctionne ? Découvrez ce que les Happiness Engineers ont partagé au sujet de leur travail sur Au quotidien, nos Happiness Engineers : • Travaillent au sein de notre équipe mondiale, en conservant un haut niveau d’autonomie et de responsabilité. • Accompagnent un large éventail de clients via e-mail, chat en direct, appels vocaux et appels vidéo — en résolvant des problèmes rencontrés par des développeurs, en guidant des utilisateurs finaux ou en collaborant avec une agence de taille intermédiaire pour trouver des solutions. • Vont au-delà de la question initiale afin d’aider les clients à tirer une valeur durable de nos produits. • Échangent avec des clients nouveaux et existants pour comprendre leurs objectifs, recueillir des retours et garantir la réussite dans la durée. • Diagnostiquent les problèmes, réalisent des tests et utilisent directement nos produits. • S’adaptent au changement et apprennent en continu. • Suggèrent de manière proactive des idées pour aider les clients à obtenir de meilleurs résultats. Nos Happiness Engineers : • Disposent d’une solide expérience en support technique, ingénierie et/ou réussite client. La connaissance de WordPress est un atout majeur. • Communiquent clairement et efficacement, en créant rapidement une relation de confiance avec les utilisateurs, les développeurs et les clients issus d’agences. Un excellent niveau d’anglais à l’oral et à l’écrit est requis. • Excellent dans la résolution de problèmes et font preuve de bon sens, en proposant des solutions qui répondent aux besoins immédiats tout en soutenant la croissance à long terme des clients. • Accordent de la valeur à la prise en charge et au suivi : restent calmes et professionnels dans les situations difficiles, et sont ouverts aux retours constructifs. • Possèdent de solides connaissances en e-commerce et comprennent ce qu’il faut pour gérer, développer et soutenir avec succès une entreprise e-commerce. Si vous avez une expérience dans la vente ou la gestion technique de comptes, nous serions ravis d’en discuter. Merci d’indiquer également toute expérience en leadership dans des fonctions techniques ou liées à la réussite client. Si vous souhaitez rejoindre l’équipe, utilisez le formulaire ci-dessous pour nous en dire davantage sur vous et sur vos centres d’intérêt. Merci !

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...