Vapi25.04.2026

Customer Support Engineer, Senior Manager

Полная занятостьУдалёнка

Обязанности

01Master the Vapi stack, including sub-500ms latency, tool-calling, and the Vapi CLI
02Audit the current ticket triage process for enterprise accounts with complex SIP integrations, WebRTC, and custom LLM configurations
03Build a relationship with the L2 Support team to ensure seamless escalation for high-value customers
04Formalize and strictly enforce Severity SLAs for enterprise customers (P1: 4-hour first touch, P2: 8-hour first touch)
05Ensure L1 CSEs correctly identify support requests for lower-tier accounts and flag upsell opportunities
06Collaborate with Product to refine automated testing and Eval suites for enterprise friction points
07Own the technical health of the enterprise base and scale the L1 team
08Oversee the publication of technical guides and debugging snippets for complex enterprise integrations
09Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements
10Manage the team that resolves technical friction for enterprise users during the stabilization phase
11Enforce operational boundaries for enterprise support interactions based on account tiers (Strategic, Managed, Low Touch)

015+ years in high-intensity technical support or solutions roles
022+ years of experience managing technical teams
03Fluency in REST APIs, webhooks, and event-driven systems
04Proven track record of managing support operations for enterprise accounts and adhering to commercial SLAs
05Understanding of prompt engineering, structured outputs, and optimization for voice latency
06Ability to debug in Python or JavaScript for enterprise customer middleware or build reproduction agents
07Experience with SIP, WebRTC, or Twilio
08Relentlessly autonomous mindset with ability to create scalable playbooks