AI-Native Enterprise Support Engineer – Voice Agents

Vapi; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive pay

Health coverage

Flexible time off

Daily meals

Stipends

Learning stipend

Team events

Job summary

Vapi in San Francisco seeks a senior technical support professional to bridge customers and engineering, ensuring quick deployment of assistants and friction-free experiences. You will resolve tickets across Slack, email, and Discord, and collaborate with engineers to deliver the right technical asks.

You will own queue for Severity-tagged tickets, push automation, write a debugging guide, and channel customer feedback into the roadmap.

Qualifications

• 4–5+ years in senior technical support or TAM-style role.

Responsibilities

• Master AI-native support: optimize latency budgets, tool-calling, and the Vapi CLI.
• Map the terrain: build relationships with support tiers and engineers to know who to pull in.
• Own Your Queue: manage Severity-tagged tickets for enterprise accounts against SLAs.
• Escalation Judgment: decide when to escalate to FDE and avoid engineering-level work.
• Automation Contributions: automate recurring tickets with product and engineering input.
• Knowledge Leadership: write a debugging playbook for enterprise integrations.
• Feedback Contributor: relay enterprise requirements to the roadmap, not just tickets.

Skills

API fluency

Python/JS

Voice telephony

Code capable

REST APIs

Senior support

Tools

Plain

Pylon

Job description

Vapi in San Francisco seeks a senior technical support professional to bridge customers and engineering, ensuring quick deployment of assistants and friction-free experiences. You will resolve tickets across Slack, email, and Discord, and collaborate with engineers to deliver the right technical asks.

You will own queue for Severity-tagged tickets, push automation, write a debugging guide, and channel customer feedback into the roadmap.