Senior Customer Support Engineer

Summary

Join Vercel as a Senior Customer Support Engineer and assist customers with technical problems, create internal tooling, and engineer solutions to help customers get the most out of the platform. You will be responsible for resolving customer concerns, troubleshooting issues, developing tools, specializing in product areas, improving documentation, and assisting Customer Success Managers.

Requirements

• 3+ years experience in a highly technical support role
• 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

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

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