Responsibilities
- 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.
Requirements
- 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:
- 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
- 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
- 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.
Additional Information
- You’re comfortable participating in an occasional weekend or holiday on-call rotation (scheduled in advance) as part of our global coverage model.
