Senior Customer Support Engineer

Stack

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 given product area (v0) 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

Requirements

• ▹Hands-on experience using Vercel and v0 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), and ability to explain these concepts to others
• ▹Prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, proactive problem-solving
• ▹Strong written and verbal communication; able to explain complex systems clearly
• ▹Comfortable working with a fully remote, globally distributed team
• ▹Willing to participate in a weekend/holiday on-call rotation

Nice to have

• ▹Frontend development experience (e.g., React/Next.js)
• ▹Enjoy technical writing for public docs or developer education
• ▹Experience automating workflows with agentic services

Soft skills

What we offer

• ▹Flexible work: three in-office anchor days for those near an office (SF, NY, London, Berlin), fully remote otherwise

About the company

Vercel is the agentic infrastructure company, the team behind Next.js, v0, and AI SDK, trusted by companies like OpenAI, PayPal, Ramp, and Supreme, and millions of developers worldwide.