Senior Customer Success Engineer

Summary

Join Vercel's Customer Success Engineering team as a Senior Customer Success Engineer! You will be responsible for resolving customer issues, improving internal tooling, and engineering solutions to enhance the customer experience. Success in this role requires excellent communication, technical problem-solving skills, and ideally, a frontend development background. You'll collaborate with various teams, specialize in specific product areas, and contribute to internal documentation. The position involves on-call work on a rotational basis and requires 3+ years of experience in a highly technical support role. Vercel 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 awareness or exposure to web development, a passion for digging deep to find and resolve root causes, and will ideally have a background in platform-based SaaS support
• Enjoy engineering solutions to resolve the 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 for delivering a customer experience second to none
• Be available to work up to 1 in 5 weekends
• Have 3+ of experience in a highly technical support role

Responsibilities

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

Preferred Qualifications

• Have frontend development experience with Next.js
• Have experience supporting backend runtime environments, especially Node.js
• Have experience with CDNs and a good understanding of caching techniques
• Prefer to work a Saturday to Wednesday or Wednesday to Sunday schedule

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