At a Glance
- Tasks: Solve complex technical issues and improve 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.
- Other info: Work in a dynamic, globally distributed team with excellent career advancement opportunities.
- Why this job: Make a real impact by helping top brands like PayPal and Supreme succeed online.
- Qualifications: Technical support experience and strong communication skills required.
The predicted salary is between 43200 - 72000 £ per year.
Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized 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. 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 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 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 in London employer: Vercel
Vercel is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to excel in their roles while contributing to cutting-edge technology. With a focus on professional growth, Vercel offers opportunities for mentorship and skill development, ensuring that team members can thrive in a dynamic environment. Located in vibrant cities like San Francisco, New York, London, and Berlin, employees benefit from a flexible work model that includes in-office anchor days and the option for fully remote work, making it an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at meetups. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or GitHub repo showcasing your projects, especially if they relate to Vercel or AI. This gives potential employers a taste of what you can do.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios. We recommend doing mock interviews with friends or using online platforms to get comfortable.
✨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 proactive!
We think you need these skills to ace Senior Customer Support Engineer in 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 written communication is key for this role, ensure your application is clear and concise. Use straightforward language to explain your experiences and how they relate to the job. We love a good story, but keep it relevant!
Tailor Your Application:Take the time to customise your application for this specific role. Mention how your skills align with the responsibilities listed in the job description. We appreciate when candidates show they’ve done their homework!
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
✨Know Your Stuff
Make sure you’re well-versed in Vercel and v0. Brush up on your knowledge of the platform, especially how it relates to AI and web development. Be ready to discuss your hands-on experience and any projects you've worked on that showcase your technical skills.
✨Communicate Clearly
As a Senior Customer Support Engineer, you'll need to explain complex systems simply. Practice articulating your thoughts clearly and concisely. Consider doing mock interviews with friends or colleagues to refine your communication style.
✨Show Your Problem-Solving Skills
Prepare to discuss specific examples where you've troubleshot technical issues or engineered solutions. Think about the root causes of problems you've encountered and how you resolved them. This will demonstrate your proactive approach and technical expertise.
✨Emphasise Team Collaboration
Vercel values teamwork, so be ready to talk about how you've partnered with other teams in the past. Share experiences where you’ve collaborated with product, solutions, or customer success teams to drive great outcomes for customers.
