Senior Customer Support Engineer

Навыки

Обязанности

• 01Solve interesting, technically complex cases for Vercel customers
• 02Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations
• 03Partner with Product, Solutions, and Customer Success to provide guidance internally and externally
• 04Develop and improve internal tools and scripts that increase team efficiency
• 05Specialize in a given product area (v0) and act as a domain owner within the team
• 06Improve existing documentation and create new runbooks, guides, and internal processes
• 07Assist Customer Success Managers with Enterprise requests and escalations

Требования

• 01Lead by example and provide feedback to mentor other members of the team
• 02Have hands-on experience using Vercel and v0 as a platform
• 03Have modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications) and can explain these concepts to others
• 04Have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving
• 05Enjoy engineering solutions to resolve root causes of recurring problems
• 06Have strong written and verbal communication; able to explain complex systems clearly
• 07Comfortable working with a fully remote, globally distributed team
• 08Have a passion for delivering a customer experience second to none
• 09Willing to participate in a weekend/holiday on-call rotation

Условия

• 01Occasional weekend or holiday on-call rotation (scheduled in advance)
• 02In-office anchor days on Monday, Tuesday, and Friday if based near SF, NY, London, or Berlin offices
• 03Fully remote if located beyond commuting distance of offices