Customer Support Engineer

Summary

Join Vercel as a Customer Support Engineer and help our customers overcome technical challenges with our products and services. You will troubleshoot issues, collaborate with engineering teams, develop internal tools, and improve documentation. Success in this role requires excellent communication, frontend development experience (especially with Next.js), and a deep understanding of modern web architecture. You'll be working with a fully remote, global team and will be comfortable with on-call responsibilities. Vercel offers a competitive compensation package, inclusive healthcare, flexible time off, professional development opportunities, and a work-from-home budget.

Requirements

• You have frontend development experience with Next.js
• You understand modern web architecture, frontend frameworks like React, cloud technologies serverless computing, and DNS. You can explain this clearly to others
• You enjoy engineering solutions to resolve root causes of recurring problems
• You are experienced with incident management and procedural communication
• You possess exceptional communication skills
• You are comfortable working with a fully remote, globally distributed team
• You have a passion to deliver a customer experience second to none
• Availability to work within a weekend and on-call rota
• 3+ years experience in a highly technical support role

Responsibilities

• Solving interesting cases for Vercel customers
• Troubleshooting customer issues alongside our engineering team
• Working with other Vercel teams to provide advice and assistance, both internally and externally
• Developing and improving internal tools alongside engineering
• Specializing in a few product areas and owning that within the team
• Improving existing, and identifying new, internal documentation, processes and policies
• Assisting Customer Success Managers with Enterprise requests

Preferred Qualifications

• Have experience supporting backend runtime environments, especially Node.js
• Have experience with CDNs and a good understanding of caching techniques
• Work with monorepos and/or custom, complex CI/CD pipelines

Benefits

• Competitive compensation package, including equity
• Inclusive Healthcare Package
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Flexible Time Off
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed