Vercel - Senior Customer Support Engineer
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Requirements
• You have modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications) and can explain these concepts to others. • modern development and architecture experience • You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving. • You enjoy engineering solutions to resolve root causes of recurring problems. • You have strong written and verbal communication; able to explain complex systems clearly. • You are comfortable working with a fully remote, globally distributed team. • You have a passion for delivering a customer experience second to none. • You are willing to participate in a weekend/holiday on-call rotation. • Bonus If You: • Have frontend development experience (e.g., React/Next.js). • Enjoy technical writing for public docs or developer education. • Have experience automating workflows with agentic services.
Responsibilities
• Solve interesting, technically complex cases for Vercel customers. • Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations. • Partner with Product, Solutions, and Customer Success to provide guidance internally and externally. • Develop and improve internal tools and scripts that increase team efficiency. • Specialize in a given product area (v0) and act as a domain owner within the team. • Improve existing documentation and create new runbooks, guides, and internal processes. • Assist Customer Success Managers with Enterprise requests and escalations. • You lead by example and provide feedback to mentor other members of the team. • You have hands-on experience using Vercel and v0 as a platform.
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