Senior Customer Support Engineer
You will resolve technically complex customer cases, troubleshoot alongside engineering, and engineer solutions that address root causes. You will develop and improve internal tools and scripts, create runbooks and documentation, and act as a domain owner for product areas like CDN and AI enablement. You will partner with Product, Solutions, and Customer Success, assist with enterprise escalations, and participate in a scheduled weekend or holiday on-call rotation.
Responsibilities
- Solve technically complex customer cases
- Troubleshoot issues alongside Engineering and drive fixes and mitigations
- Partner with Product, Solutions, and Customer Success to provide guidance
- Develop and improve internal tools and scripts to increase team efficiency
- Specialize in product areas and act as a domain owner
- Improve documentation and create runbooks, guides, and internal processes
- Assist Customer Success Managers with enterprise requests and escalations
Requirements
- Lead by example and provide feedback to mentor team members
- Hands-on experience using Vercel as a platform
- Modern development and architecture experience in AI or web (e.g., LLM apps, web services, production web applications)
- Prior technical customer support experience troubleshooting cases and writing clear solutions
- Ability to engineer solutions that resolve root causes of recurring problems
- Strong written and verbal communication
- Comfortable working in a fully remote, globally distributed team
- Willingness to participate in a scheduled weekend or holiday on-call rotation
- Subject matter expertise in CDN topics including domains, DNS, SSL/TLS lifecycle, caching strategy, cache invalidation, cloud/edge networking, routing, performance tuning, logs/analytics, and WAF/DDoS
- Subject matter expertise in Ecosystem topics including SSO/SAML configuration, observability product support, logging navigation, and RBAC