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, AI Enablement, CDN, Troubleshooting, Root Cause Analysis, Technical Documentation, Internal Tooling Development. resolve customer concerns. create and improve internal tooling”
What You'll Achieve.
drive great outcomes; increase team efficiency
Industry & Context.
enjoys digging deep to find and resolve root causes; 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), willing to participate in a weekend/holiday on-call rotation
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, 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
Nice to Have
frontend development experience (e.g., React/Next.js), 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
Partner with Product, Solutions, and Customer Success to provide guidance internally and externally; comfortable working with a fully remote, globally distributed team; provide feedback to mentor other members of the 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 (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 re
Applying for this Senior Customer Support Engineer role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Vercel?
Real rants from real employees. Read before you apply.