Senior Customer Support Engineer
New
V
VercelCloud Infrastructure
Australia or JapanFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Next.jsReact
Requirements
- Deeply technical engineer with relevant support experience
- Specialize in multiple core domains (Ecosystem, CDN)
- Excellent communicator who earns customer trust, understands complex systems quickly, and enjoys digging deep to find and resolve root causes
- Comfortable participating in an occasional weekend or holiday on-call rotation
- Hands-on experience using Vercel as a platform
- Modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications)
- Prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving
- Enjoy engineering solutions to resolve root causes of recurring problems
- Strong written and verbal communication; able to explain complex systems clearly
- Comfortable working with a fully remote, globally distributed team
- Passion for delivering a customer experience second to none
- Willing to participate in a weekend/holiday on-call rotation
- Subject Matter Expertise in one or more of the following areas: CDN (Domains, DNS, SSL/TLS, Caching, Cloud/edge networking, Performance tuning, logs/analytics, WAF/DDoS) or Ecosystem (SSO / SAML, observability products, Logging navigation, RBAC)
Responsibilities
- Solve interesting, technically complex cases for Vercel customers.
- Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations.
- Partner with Product, Solutions, and Customer Success to provide guidance internally and externally.
- Develop and improve internal tools and scripts that increase team efficiency.
- Specialize in a few product areas (CDN, AI enablement) and act as a domain owner within the team.
- Improve existing documentation and create new runbooks, guides, and internal processes.
- Assist Customer Success Managers with Enterprise requests and escalations.
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