Customer Support Engineer

Job Description

Vercel is seeking a Customer Support Engineer to join their team. The Customer Support Engineer will report to the Manager, Customer Support Engineering, and will be responsible for resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform. The ideal candidate will be an excellent communicator who's able to earn customers' trust and understand technical problems quickly. They 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.

What this role involves:

• 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.

Requirements:

• Frontend development experience with Next.js.
• Understanding of modern web architecture, frontend frameworks like React, cloud technologies serverless computing, and DNS.
• Experience engineering solutions to resolve root causes of recurring problems.
• Experience with incident management and procedural communication.
• Exceptional communication skills.
• Comfort working with a fully remote, globally distributed team.
• Passion to deliver a customer experience second to none.
• Availability to work within a weekend and on-call rota.

What Vercel offers:

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Mentorship and opportunities to attend events for networking and skill-building.
• Flexible Time Off.
• Gear and a WFH budget to outfit your space.