Customer Support Engineer

About Vercel:

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

About the Role:

Reporting to the Senior Manager, Customer Success Engineering, the Customer Success Engineer's 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 succeed in this role, you must be an excellent communicator who can 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:

• Solve interesting cases for Vercel customers.
• Troubleshoot customer issues alongside our engineering team.
• Work with other Vercel teams to provide advice and assistance internally and externally.
• Develop and improve internal tools alongside engineering.
• Specialize in a few product areas and own them within the team.
• Improve existing and identify new internal documentation, processes, and policies.
• Assist Customer Success Managers with Enterprise requests.

About You:

• You lead by example and provide feedback to mentor other members of the team.
• You have awareness or exposure to web development, a passion for digging deep to find and resolve root causes, and will ideally have a background in platform-based SaaS support.
• You enjoy engineering solutions to resolve the 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 for delivering a customer experience second to none.
• You are available to work up to 1 in 5 weekends.
• You have 3+ of experience in a highly technical support role.

Bonus If You:

• You have frontend development experience with Next.js.
• Have experience supporting backend runtime environments, especially Node.js.
• Have experience with CDNs and a good understanding of caching techniques.

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.

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.

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