Customer Support Engineer

Vercel; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

Vercel is seeking a Customer Support Engineer dedicated to enhancing customer experiences. In this role, you will troubleshoot technical issues, improve internal solutions, and strengthen support practices. If you possess a strong understanding of frontend development and outstanding communication skills, this position offers competitive compensation and opportunities for personal growth.

Benefits

Flexible Time Off

Competitive compensation package, including equity

Mentorship and events for skill development

Work from Home budget

Qualifications

• Exceptional communication skills are essential.
• Experience in frontend development, particularly with Next.js, is highly regarded.
• Proficient in troubleshooting technical problems.

Responsibilities

• Troubleshoot customer issues in collaboration with engineering.
• Develop and improve internal tools.
• Provide feedback and mentorship to team members.

Skills

Communication

Frontend Development

Troubleshooting

Technical Writing

Education

Experience with Next.js

Background in frontend development

Job description

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, 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.
• Competitive compensation package, including equity.
• 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.

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.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Do you have experience with modern web technologies? *

Do you have experience providing support to customers who are front-end developers? *

Are you currently based in any of these countries? Please note these are the only countries where we are accepting applications * Select...

Will you require Visa Sponsorship now, or in the future? * Select...

Please mark 'YES' if you will require Visa Sponsorship now, or in the future.
Mark 'NO' if you will NOT require Visa Sponsorship now, or in the future.

Do you live in one of the following states?Alabama, Alaska, Delaware, Kansas, Maine, Mississippi, Montana, Nebraska, New Mexico, North Dakota, South Dakota, West Virginia, or Wyoming. * Select...

Please mark ‘YES’ if you currently live in one of these states.
If you do NOT currently live in one of these states, mark ‘NO.’

LinkedIn Profile

Twitter

Github

Website

By submitting my application, I acknowledge that I have read and understand Vercel’s Job Applicant Privacy Notice - https://vercel.com/legal/job-applicant-privacy-notice * Select...

Please double-check all the information provided above. Ensuring accuracy is crucial, as any errors or omissions may impact the review of your application. * Select...

U.S. Standard Demographic Questions

At Vercel, we value belonging and believe in fostering an environment where a diversity of perspectives can thrive. As part of this commitment, we invite you to voluntarily provide demographic information. Your responses will be used (in aggregate only) to help us better understand the diversity of our applicants and identify areas of improvement in our recruitment and hiring process. Your responses, or decision not to respond, will be kept confidential and will only be used in aggregate form for diversity and inclusion efforts. This informationwill notbe associated with your specific application andwill notbe disclosed to the hiring team or used in the hiring decision in any way.

Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. Asking the below questions help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

How would you describe your gender identity? (mark all that apply) Select...

How would you describe your racial/ethnic background? (mark all that apply) Select...

How would you describe your sexual orientation? (mark all that apply) Select...

Do you identify as transgender? Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? Select...

Are you a veteran or active member of the United States Armed Forces? Select...