Vercel
Tech / AI / Software
SeniorCustomerSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Support Engineer at Vercel. Skills: Customer Support Engineering, technical expertise, CDN, AI enablement, troubleshooting, root cause analysis, customer communication. resolve customer concerns. create and improve internal tooling”
What You'll Achieve.
enable the world to ship the best products; create a place where everyone can do their best work; You can just ship things; drive great outcomes; increase team efficiency
Industry & Context.
digging deep to find and resolve root causes; troubleshooting customer cases; proactively problem-solving; engineering solutions to resolve root causes of recurring problems
participating in an occasional weekend or holiday on-call rotation (scheduled in advance), reside within Australia or Japan (English language proficiency required)
What They're Looking For.
Must Have
hands-on experience using Vercel as a platform, modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications), prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving, written and verbal able to explain complex systems clearly, comfortable working with a fully remote, globally distributed team, 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, Ecosystem SSO / SAML configuration and troubleshooting, Experience supporting observability products, Logging navigation and troubleshooting, RBAC
Nice to 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
What You'll Do.
resolve customer concerns
create and improve internal tooling
engineer solutions that help Vercel customers get the most out of the platform
technically complex cases for Vercel customers
Troubleshoot issues alongside identify and drive fixes and mitigations
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
and internal processes
Assist Customer Success Managers with Enterprise requests and escalations
How You'll Work.
Team & Collaboration
partnering across teams to drive great outcomes; Partner with Product, Solutions, and Customer Success to provide guidance internally and externally; mentor other members of the team; comfortable working with a fully remote, globally distributed team
Communication Scope
excellent communicator; able to explain complex systems clearly
Full Job Description
About Vercel: Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web. Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story: You can just ship things. About the Role 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 (Ecosystem, 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 or Japan (English language proficiency required). 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
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