Customer Support Engineer

Vercel; Canada; Remote; USD 100,000 - 140,000; Full time

Job summary

An innovative firm is seeking a Customer Support Engineer to enhance customer experiences by resolving technical issues and improving internal tools. This role requires strong frontend development skills, particularly with Next.js, and exceptional communication abilities to foster trust with customers. You will collaborate with engineering teams to troubleshoot and provide solutions, ensuring a seamless customer journey. If you thrive in a remote, globally distributed environment and are passionate about delivering outstanding customer service, this opportunity is perfect for you.

Qualifications

• Excellent communication skills and ability to resolve technical problems.
• Experience in frontend development and incident management.

Responsibilities

• Resolve customer concerns and troubleshoot issues with engineering support.
• Develop internal tools and improve documentation and processes.

Skills

Frontend Development

Next.js

React

Incident Management

Technical Writing

Customer Communication

Tools

CI/CD Pipelines

CDNs

Cloud Technologies

Job description

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

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.

The San Francisco, CA pay range for this role is $100,000.00 - $140,000.00. This salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location. The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

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