Vercel is hiring a
Senior Customer Support in India

Summary

Vercel is seeking a Senior Customer Support Engineer to assist customers with technical problems and improve internal tooling. The role involves resolving customer concerns, troubleshooting issues alongside engineering teams, developing internal tools, improving documentation, and assisting Customer Success Managers with Enterprise requests. Requirements include frontend development experience, understanding of modern web architecture, exceptional communication skills, comfort with remote work, and 3+ years in a highly technical support role.

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
• Enjoy engineering solutions to resolve root causes of recurring problems
• Experienced with incident management and procedural communication
• Possess exceptional communication skills
• Comfortable working with a fully remote, globally distributed team
• 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

• 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