Manager, Customer Support Engineering

Experience balancing the velocity of work with the quality of customer outcomes. Experience operating as a technical leader who resolves concerns for developers. Experience working with a globally distributed, technical support team. Experience setting and managing KPI's and growth plans for team members. Experience driving efficiencies and building teams that don't scale linearly with case volume. Desire to work cross-functionally, engaging closely with Product. Desire to mentor direct reports and help them succeed in their growth. Desire to empower your team, unblocking and helping them to prioritize. Confident dealing with a fast-paced platform with regular changes. Confident in being assertive to ensure the right outcomes are achieved for customers. Confident taking ownership of important decisions in the absence of leadership. Confident making decisions that make long-term sense. Ability to identify upstream concerns and represent the customer impact. Ability to work autonomously with a reliance on asynchronous communication. Ability to calmly handle pressurized situations at all times. Technical knowledge within modern application development and deployment. Reside in the Pacific Time Zone. 5+ years experience in a highly technical customer-facing or technical management role. Experienced in frontend development using React and Next.js (Bonus). Experienced with AI solutions for support teams (Bonus). Taken part in support tooling migrations or new instance setups (Bonus). Worked with a CDN on a regular basis (Bonus). Understand, and can communicate, matters regarding DNS (Bonus). Created a custom CI/CD pipeline or CLI tool (Bonus). Experience working with Enterprise applications at global scale (Bonus).

Ensuring the delivery of an exceptional customer experience at scale. Setting measurable goals to evaluate and consistently improve CSE team performance. Working towards the achievement of clearly stated annual targets. Handling escalated cases that arrive ad-hoc through various channels. Working with the Product organization to provide feedback and implement solutions. Engaging stakeholders at all levels of the business to drive cross-functional improvements. Helping CSE's with day to day performance, career planning, and growth. Identifying opportunities for tooling to improve efficiency and quality of work. Overseeing the communication of incidents to customers. Leading by example and periodically demonstrating CSE best practices in the role. Recruiting exceptional people that understand and are driven greatly by Vercel's mission. Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers.