Senior Customer Support Engineer
- Your strong written communication skills and passion for helping others align well with writing clear solutions and improving documentation.
- You bring creativity and a genuine desire to make customers feel heard, enhancing the customer experience.
- You are able to see the human side of technical issues, building rapport with clients.
- The intensely technical and systematic troubleshooting requirements may feel overwhelming or draining for your idealism.
- The need for domain specialization in areas like CDN or AI enablement may require more detail-oriented, analytical focus than you naturally enjoy.
About Vercel:
Vercel is the agentic infrastructure company. We free people and agents to ship what’s next.
For more than a decade, Vercel has shaped how the web is built. As the team behind Next.js, v0, and AI SDK, we create products that help builders move from idea to production with speed, security, and exceptional developer experience.
Now, software is entering a new era, and the next generation of products will not just be used by people. They will be built, extended, and operated by agents.
We are building the platform for that future, trusted by companies like OpenAI, PayPal, Ramp, Supreme, and millions of developers worldwide. Whether you’re building our products, supporting our customers, growing our community, or shaping our story, you’ll help define what comes next.
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 (AI Enablement, CDN) 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.
This role is fully remote. For location-specific details, please connect with our recruiting team. Currently, we are looking for candidates who reside within Australia.
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 few product areas (CDN, AI enablement) 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.
- You lead by example and provide feedback to mentor other members of the team.
- You have hands-on experience using Vercel 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.
- Subject Matter Expertise in one or more of the following areas:
- CDN
- Domains, DNS, and SSL/TLS lifecycle management
- Caching strategy and cache-invalidation patterns
- Cloud/edge networking fundamentals and routing rules/redirects
- Performance tuning, logs/analytics, and WAF/DDoS understanding
- AI enablement
- Vercel AI Gateway, MCP (Model Context Protocol), and Vercel Agent
- Asynchronous systems (queues, background jobs, event-driven architectures)
- Workflows product comfortability
- Sandbox related configuration and error troubleshooting
- CDN
- 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.
Best personality fits for this role
Your natural leadership and ability to drive outcomes align with mentoring team members and leading by example.
Read the ENTJ career guide →Your ability to quickly understand complex systems and think on your feet is ideal for troubleshooting novel technical challenges.
Read the ENTP career guide →Your strategic mindset helps deeply analyze complex technical issues and find root causes, aligning with the need to troubleshoot and fix recurring problems.
Read the INTJ career guide →