Remote Senior Customer Success Engineer

Summary

Join Vercel as a Senior Customer Success Engineer and help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience.

Requirements

• You lead by example and provide feedback to mentor other members of the team
• 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
• Prefer to work a Saturday to Wednesday or Wednesday to Sunday schedule

Benefits

• Great compensation package and stock options
• 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 - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays
• Remote Friendly - Work with teammates from different time zones across the globe
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed