Customer Support Engineer, EMEA

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Requirements:

• You lead by example and provide feedback to mentor other members of the team.
• You have awareness or exposure to web development and a passion for digging deep to find and resolve root causes.
• You ideally have a background in platform-based SaaS support.
• You enjoy engineering solutions to resolve the 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 are passionate about delivering a customer experience second to none.
• You are available to work up to 1 in 5 weekends.
• You have 3+ years of experience in a highly technical support role.

Responsibilities:

• Solve interesting cases for Vercel customers.
• Troubleshoot customer issues alongside the engineering team.
• Work with other Vercel teams to provide advice and assistance internally and externally.
• Develop and improve internal tools alongside engineering.
• Specialize in a few product areas and own them within the team.
• Improve existing and identify new internal documentation, processes, and policies.
• Assist Customer Success Managers with Enterprise requests.