Customer Support Engineer

Job Description

Vercel is seeking a Customer Support Engineer to join their team. This role involves resolving customer concerns, creating and improving internal tooling, and engineering solutions to help customers maximize the Vercel platform. The ideal candidate will be an excellent communicator with a background in frontend development and a passion for resolving technical issues.

The Customer Support Engineer will report to the Manager, Customer Support Engineering and will play a key role in establishing Vercel's reputation for exceptional customer support.

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 for professional development.
• Flexible Time Off.
• Gear and a WFH budget.