Senior Customer Support Engineer

About the role

This role focuses on resolving intricate technical issues for Vercel users, enhancing internal systems, and building solutions to maximize platform value. We are looking for a technically adept individual with prior support experience who can become an expert in key product areas and collaborate with other departments to achieve excellent customer outcomes.

Key facts

What you'll do

• Address complex technical challenges faced by Vercel customers.
• Collaborate with Engineering teams to diagnose issues and implement fixes.
• Work with Product and Customer Success teams to provide technical guidance.
• Create and refine internal scripts and tools to improve team productivity.
• Become a subject matter expert for the v0 product.
• Develop and update documentation, guides, and operational procedures.
• Support Customer Success Managers with enterprise-level inquiries and escalations.

Requirements

• Extensive practical experience with Vercel and v0.
• Demonstrated experience in modern development and architecture, particularly in AI or web technologies such as building LLM applications, web services, or production web applications.
• Proven background in technical customer support, including troubleshooting, clear solution writing, and proactive problem-solving.
• Ability to engineer solutions for recurring technical problems.
• Strong communication skills, both written and verbal, with the capacity to explain complex systems clearly.
• Experience working effectively within a globally distributed, remote team.
• Willingness to participate in a scheduled on-call rotation that may include weekends or holidays.

Nice to have

• Experience with frontend development, including frameworks like React or Next.js.
• Aptitude for technical writing, contributing to public documentation or developer education.
• Familiarity with automating workflows using agentic services.

Skills & tools

• Vercel
• v0
• AI development
• Web development
• LLM applications
• Web services
• Production web applications
• React
• Next.js

Practical notes

• This role may require occasional participation in an on-call rotation.