Senior Customer Support Engineer

Vercel Inc.; San Francisco, New York (CA, NY); Hybrid; GBP 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Competitive compensation including  eq

Healthcare package

WFH budget

Mentorship and events

Zusammenfassung

Vercel is seeking a deeply technical Customer Support Engineer to resolve complex customer issues, build internal tooling, and partner with Engineering, Product, Solutions, and Customer Success to deliver exceptional support for the platform. You will thrive on solving root causes and communicating clearly with customers.

Based in the United Kingdom or fully remote, you may participate in weekend/holiday on-call rotations as part of a global coverage model.

Qualifikationen

• Hands-on experience with Vercel and the v0 platform.
• Technical customer support background in a fast-paced environment.
• Experience in AI or web development domains is a plus.

Aufgaben

• Resolve customer concerns and improve internal tooling.
• Troubleshoot issues with Engineering; drive fixes and mitigations.
• Develop and improve internal scripts and runbooks for the team.
• Collaborate with Product, Solutions, and Customer Success across teams.
• Support Enterprise customers and handle escalations.

Kenntnisse

Technical troubleshooting

Customer support

Written & verbal communication

Vercel/v0 experience

Mentoring & leadership

Tools

Vercel platform

v0 platform

Jobbeschreibung

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

Reporting to the Manager, Customer Support Engineering, you’ll resolve customer concerns, create and improve internal tooling, and engineer solutions that help Vercel customers get the most out of the platform. We’re seeking a deeply technical engineer with relevant support experience who can specialize in multiple core domains while partnering across teams to drive great outcomes.

You’re an excellent communicator who earns customer trust, understands complex systems quickly, and enjoys digging deep to find and resolve root causes. You’re comfortable participating in an occasional weekend or holiday on-call rotation (scheduled in advance) as part of our global coverage model.

If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you’re located beyond that distance, the role is fully remote.

For location-specific details, please connect with our recruiting team.

What You Will Do

• 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.

About You

• You lead by example and provide feedback to mentor other members of the team.
• You have hands-on experience using Vercel and v0 as a platform.
• You have modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications) and can explain these concepts to others.
• You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving.
• You enjoy engineering solutions to resolve root causes of recurring problems.
• You have strong written and verbal communication; able to explain complex systems clearly.
• You are comfortable working with a fully remote, globally distributed team.
• You have a passion for delivering a customer experience second to none.
• You are willing to participate in a weekend/holiday on-call rotation.

Bonus If You:

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

Benefits

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• 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.

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.