Customer Support Engineer

Summary

Join Vercel's Customer Support Engineering team as a Customer Support Engineer, resolving customer issues, improving internal tooling, and engineering solutions to enhance the platform. You will troubleshoot problems alongside the engineering team, collaborate with other Vercel teams, and develop internal tools. Success requires excellent communication, frontend development experience (Next.js), understanding of modern web architecture, and incident management expertise. You'll also need to be comfortable with a remote, global team and on-call work. Ultimately, you'll contribute to Vercel's reputation for exceptional customer support while continuously improving the customer experience. The role offers a competitive compensation package, inclusive healthcare, flexible time off, and professional development opportunities.

Requirements

• Lead by example and provide feedback to mentor other members of the team
• Have frontend development experience with Next.js
• Understand modern web architecture, frontend frameworks like React, cloud technologies serverless computing, and DNS. Explain this clearly to others
• Enjoy engineering solutions to resolve root causes of recurring problems
• Be experienced with incident management and procedural communication
• Possess exceptional communication skills
• Be comfortable working with a fully remote, globally distributed team
• Have a passion to deliver a customer experience second to none
• Be available to work within a weekend and on-call rota

Responsibilities

• Solve interesting cases for Vercel customers
• Troubleshoot customer issues alongside our engineering team
• Work with other Vercel teams to provide advice and assistance, both internally and externally
• Develop and improve internal tools alongside engineering
• Specialize in a few product areas and own that within the team
• Improve existing, and identify new, internal documentation, processes and policies
• Assist Customer Success Managers with Enterprise requests

Preferred Qualifications

• 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