Vercel is hiring a Senior Customer Support Engineer to resolve customer concerns, create internal tooling, and engineer solutions for our customers. You will specialize in core domains like AI Enablement and CDN, troubleshoot complex cases, and participate in an on-call rotation to help Vercel enable the world to ship the best products.
What You'll 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.
What We're Looking For
- 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.
- Subject Matter Expertise in one or more of the following areas: CDN (Domains, DNS, SSL/TLS lifecycle management, Caching strategy, Cloud/edge networking fundamentals, Performance tuning, logs/analytics, WAF/DDoS understanding) OR AI enablement (Vercel AI Gateway, MCP, Vercel Agent, asynchronous systems, Workflows product comfortability, Sandbox related configuration and error troubleshooting).
- Strong written and verbal communication; able to explain complex systems clearly.
- Comfortable working with a fully remote, globally distributed team.
- Passion for delivering a customer experience second to none.
- Willing to participate in a weekend/holiday on-call rotation.
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.
Technical Stack
- Vercel, Next.js, AI SDK, CDN, DNS, SSL/TLS, React, Vercel AI Gateway, Model Context Protocol (MCP), Vercel Agent
Team & Environment
You will be reporting to the Manager, Customer Support Engineering.
Work Mode
This is a fully remote position operating in a global team, with a preferred location in the ANZ region (AEDT).
Vercel is an equal opportunity employer.
