Customer Support Engineer

About Vercel:

Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, Chick-fil-A, and Under Armour build for the AI-native web.

Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story: You can just ship things.

About the Role:

Reporting to the Manager, Customer Support Engineering, the Customer Support Engineer responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform.

To be successful in this role, you must be an excellent communicator who's able to earn our customers' trust and understand technical problems quickly. You will also ideally have a background in frontend development, enjoy technical writing, and have a passion for digging deep to find and resolve root causes. In addition to this, you will be comfortable with holiday, weekend, and on-call work based on a rota system.

Ultimately, you will help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience.

What You Will Do:

• Solving interesting cases for Vercel customers.
• Troubleshooting customer issues alongside our engineering team.
• Working with other Vercel teams to provide advice and assistance, both internally and externally.
• Developing and improving internal tools alongside engineering.
• Specializing in a few product areas and owning that within the team.
• Improving existing, and identifying new, internal documentation, processes and policies.
• Assisting Customer Success Managers with Enterprise requests.

About You:

• You lead by example and provide feedback to mentor other members of the team.
• You have frontend development experience with Next.js.
• You understand modern web architecture, frontend frameworks like React, cloud technologies serverless computing, and DNS. You can explain this clearly to others.
• You enjoy engineering solutions to resolve 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 have a passion to deliver a customer experience second to none.
• Availability to work within a weekend and on-call rota.

Bonus If You:

• Have experience with CDNs and a good understanding of caching techniques.
• Work with monorepos and/or custom, complex CI/CD pipelines.

Benefits:

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.