Customer Support Engineer

OpenKrill; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation and stock opt

Inclusive Healthcare Package

100% remote, global team

Mentorship and events

Unlimited PTO

Gear credit

Job summary

Vercel is seeking a Customer Support Engineer to assist customers with technical problems and questions about Vercel products. You will resolve issues, help optimize the customer experience, and contribute to internal tooling alongside an engineering team.

The role requires excellent communication, frontend development experience (React/Next.js), and comfort with a fully remote, global team. Weekend and on-call rotation are part of the schedule.

Qualifications

• Experience building user interfaces with modern frontend frameworks.
• Strong knowledge of React and Next.js.
• Experience with cloud technologies and serverless architectures.
• Excellent written and verbal communication.
• Ability to work in a fully remote, global team.

Responsibilities

• Handle cases for all Vercel customers.
• Resolve complex customer issues and provide engineering-backed solutions.
• Collaborate with community to provide guidance.
• Develop and improve internal tooling with engineering.
• Contribute to documentation and internal processes.

Skills

Frontend development

React

Next.js

Cloud technologies

Serverless computing

Communication skills

Tools

Node.js

CI/CD pipelines

CDNs

DNS

Job description

About Vercel:

Vercel is the agentic infrastructure company, freeing people and agents to ship what's next. For more than a decade we've helped builders move from idea to production with speed, security, and exceptional developer experience.

Now we're scaling our products for both agents and people to ship and run software, built in the open and trusted by OpenAI, PayPal, Ramp, Supreme, and millions of developers worldwide.

About the Role:

Vercel is looking for a Customer Support Engineer to assist our customers with technical problems and questions when using Vercel products and services. 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 evening, 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:

• - Handle cases for all Vercel customers.
• - Handle customer issues outside of regular case channels.
• - Work with the community to provide advice and assistance.
• - Develop and improve internal tools alongside engineering.
• - Complete engineering work on a regular basis.
• - Specialize in a specific product area and owning that within the team.
• - Improve internal documentation, processes, and policies.
• - Assist Customer Success Managers with Enterprise requests.

About You:

• - Frontend development experience, ideally with React and Next.js.
• - A firm understanding of cloud technologies and serverless computing.
• - A desire to engineer solutions for problems to resolve root causes.
• - Exceptional communication skills, both written and oral.
• - Comfortable working with a fully remote, globally distributed team.
• - Availability to work within a weekend and on-call rota.
• - A passion to deliver a customer experience second to none.

Bonus if You:

• - Have experience working with backend development, especially Node.js.
• - Are open to a higher-compensated Saturday-Tuesday schedule
• - Have experience with CDNs and setting up cloud infrastructure.
• - Work with monorepos or custom CI/CD pipelines.
• - Understand DNS well and can explain this clearly to others.
• - Are experienced with incident management and procedural communication.
• - Use your experience to mentor other members of the team.

Benefits & Perks:

• - Competitive compensation and stock options.
• - Inclusive Healthcare Package (US only).
• - Flexible working style - 100% remote, with teammates located throughout the globe.
• - Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• - Unlimited PTO - 4 weeks recommended per year. Take time when you need it.
• - Generous Gear Credit.

Disclosures:

• - Privacy: Please review our Job Applicant Privacy Policy for more information on how we handle your data.
• - Equal Opportunity: 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.