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- Tasks: Solve complex customer issues and improve internal tools for a leading tech platform.
- Company: Join Vercel, the team behind Next.js, shaping the future of web development.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by helping customers maximise their use of cutting-edge technology.
- Qualifications: Technical support experience and strong communication skills are essential.
- Other info: Collaborative environment with mentorship opportunities and a focus on customer satisfaction.
The predicted salary is between 36000 - 60000 £ 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.
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.
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 how you tackle complex issues.
✨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 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Support Engineer role. Highlight your relevant experience with Vercel, v0, and any technical support roles you've had. We want to see how your skills align with what we're looking for!
Show Off Your Communication Skills: Since this role requires excellent communication, use your application to demonstrate this. Write clearly and concisely, and make sure to explain complex concepts in a way that anyone can understand. We love seeing candidates who can communicate effectively!
Highlight Problem-Solving Experience: We’re keen on candidates who enjoy digging deep to resolve issues. Share specific examples of how you've tackled technical challenges in the past. This will show us that you have the proactive problem-solving mindset we value at StudySmarter.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to see what you bring to the table!
How to prepare for a job interview at vercel.com
✨Know Your Stuff
Make sure you’re well-versed in Vercel’s products, especially v0 and Next.js. Brush up on your technical knowledge and be ready to discuss how you've used these tools in past roles. This will show that you’re not just familiar with the platform but can also contribute meaningfully from day one.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled complex customer issues in the past. Think about the root causes you’ve identified and the solutions you’ve engineered. This will demonstrate your analytical skills and your ability to drive great outcomes for customers.
✨Communicate Clearly
Since strong communication is key for this role, practice explaining complex technical concepts in simple terms. You might even want to do a mock interview with a friend to refine your delivery. This will help you earn customer trust and show that you can collaborate effectively with cross-functional teams.
✨Be Ready for On-Call Scenarios
Understand the on-call rotation and be prepared to discuss your comfort level with it. Share any relevant experiences where you’ve had to troubleshoot issues under pressure. This will highlight your readiness to support customers even during challenging times.