Vapi
AI
CustomerSupportEngineerManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Support Engineer Manager at Vapi. Skills: technical leadership, enterprise support management, AI/LLM understanding, API fluency, debugging. build and manage a world-class L1 Support Engineering team. unblock enterprise customers pushing the limits of LLMs, STT, and TTS”
What You'll Achieve.
protecting Net Revenue Retention (NDR); ensure high-value support feedback loops and API gaps directly shape our 2026 product roadmap; Enterprise SLA Excellence; scale Vapi to its next 1,000 enterprise customers
Industry & Context.
unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS; resolving technical friction for enterprise users; debug an enterprise customer’s middleware; build a reproduction agent
What They're Looking For.
Must Have
5+ years in high-intensity technical support or solutions roles, at least 2 years of experience managing technical teams, fluent in REST APIs, webhooks, and event-driven systems, proven track record of managing support operations for enterprise accounts, strictly adhering to commercial SLAs, understand prompt engineering, structured outputs, and how to optimize them for voice latency, can still jump into Python or JavaScript to help your team debug an enterprise customer’s middleware or build a reproduction agent
Nice to Have
Experience with SIP, WebRTC, or Twilio
What You'll Do.
build and manage a world-class L1 Support Engineering team
unblock enterprise customers pushing the limits of LLMs
ensure efficiency in resolving technical friction for enterprise users
serve as the strategic bridge between enterprise base and L2 support
enforce critical operational boundaries
master the Vapi stack
audit the current ticket triage process for enterprise accounts
build a relationship with the L2 Support team
formalize and strictly enforce Severity SLAs
ensure L1 CSEs are not becoming 'ad-hoc FDEs'
correctly identify when support requests should be flagged as upsell opportunities
collaborate with Product to refine automated testing and Eval suites
own the technical health of the enterprise base
oversee the publication of technical guides and debugging snippets
surface technical requirements to continuously improve the platform
How You'll Work.
Team & Collaboration
Partner with Engineering; Build a relationship with the L2 Support team; Collaborate with Product; Work with Agent Strategists and Agent Engineers; serve as the strategic bridge between our enterprise base and L2 support team within core engineering
Process & Methodology
Formalize and strictly enforce Severity SLAs, Tier Enforcement
Full Job Description
Vapi (/ˈVɑːpi/): - We’re creating the shift to voice as humanity’s default interface - We’re the most configurable platform for deploying voice agents - We’ve grown to over 700k developers in two years, adding 2,000+ every day - Try talking to Vapi now! https://vapi.ai/ Why We’re Hiring This Role: - As Vapi scales its enterprise footprint, we need a technical leader to build and manage a world-class L1 Support Engineering team dedicated strictly to our Enterprise accounts. - This isn’t a traditional "customer service" management role - it is engineering-led leadership. You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments. - Your team's efficiency in resolving technical friction for enterprise users during the stabilization phase will act as the primary engine protecting Net Revenue Retention (NDR). - You will serve as the strategic bridge between our enterprise base and L2 support team within core engineering, ensuring that high-value support feedback loops and API gaps directly shape our 2026 product roadmap. - You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently based on their specific account tiers (Strategic, Managed, Low Touch) What You’ll Do: 30 Day: - Master the Stack: Deep-dive into the Vapi stack, mastering nuances of sub-500ms latency, tool-calling, and the Vapi CLI. - Audit Enterprise Operations: Audit the current ticket triage process specifically for enterprise accounts utilizing complex SIP integrations, WebRTC, and custom LLM configurations. - Partner with Engineering: Build a relationship with the L2 Support team (sitting in Engineering) to ensure a seamless escalation path for our highest-value customers. 60 Day: - Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers, ensuring P1 blockers receive a 4-hour first touch and P2 issues receive an
Applying for this Customer Support Engineer Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Vapi?
Real rants from real employees. Read before you apply.