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- Tasks: Solve complex technical issues and improve internal tools for Vercel customers.
- Company: Join Vercel, a leader in web development and AI solutions.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by helping top brands like PayPal and Supreme succeed.
- Qualifications: Technical support experience and strong communication skills required.
- Other info: Collaborative team culture with mentorship opportunities and global reach.
The predicted salary is between 42000 - 84000 £ per year.
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 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. If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you’re located beyond that distance, the role is fully remote. For location-specific details, please connect with our recruiting team.
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 given product area v0 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.
About You: You lead by example and provide feedback to mentor other members of the team. You have hands-on experience using Vercel and v0 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.
Bonus If You:
- 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.
Senior Customer Support Engineer London employer: vercel.com
Contact Detail:
vercel.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Engineer London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer support engineering. We recommend doing mock interviews with friends or using online platforms to get comfortable with the process.
✨Tip Number 3
Showcase your skills! Create a portfolio or GitHub repository that highlights your technical projects and problem-solving abilities. This is a great way for us to see your hands-on experience and passion for the field.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Senior Customer Support Engineer London
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your hands-on experience with Vercel and v0 in your application. We want to see how you've tackled complex technical challenges in the past, so don’t hold back on those details!
Communicate Clearly: Since strong communication is key for this role, ensure your written application reflects that. Use clear, concise language to explain your experiences and how they relate to the job. We love a good storyteller!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the specific role at Vercel. Mention how your skills align with our mission and the responsibilities outlined in the job description.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at vercel.com
✨Know Your Stuff
Make sure you’re well-versed in Vercel and its products, especially v0. Brush up on your technical knowledge related to AI and web development, as you'll need to demonstrate your understanding of these concepts during the interview.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've resolved complex customer issues. Think about how you identified root causes and engineered solutions, as this will showcase your troubleshooting abilities and technical expertise.
✨Communicate Clearly
Since strong communication is key for this role, practice explaining complex systems in simple terms. You might be asked to clarify technical concepts, so being able to articulate your thoughts clearly will set you apart.
✨Be a Team Player
Vercel values collaboration, so be ready to talk about how you've partnered with other teams in the past. Highlight any experiences where you’ve worked cross-functionally to drive great outcomes, as this will show you can thrive in a remote, distributed environment.