At a Glance
- 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.
- Other info: Collaborate with a global team in a dynamic, innovative environment.
- Why this job: Make a real impact by helping customers thrive on cutting-edge technology.
- Qualifications: Technical support experience and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
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. 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 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 strong 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, Vercel provides a flexible work model that accommodates both in-office and remote employees, making it an attractive choice for those seeking meaningful and rewarding careers in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Engineer
✨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 those related to Vercel and AI. This gives potential employers a taste of what you can do.
✨Tip Number 3
Prepare for the interview by practising common technical questions and scenarios. Think about how you’d troubleshoot issues or improve internal tools, just like you would in the role.
✨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
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 your ability to explain complex concepts clearly. Whether it's in your cover letter or CV, make sure we can see your knack for clear and concise writing.
Highlight Problem-Solving Experience:We love engineers who can dig deep to find solutions! In your application, 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.
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. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Vercel
✨Know Your Stuff
Make sure you’re well-versed in Vercel and its 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 troubleshoot and engineer solutions effectively.
✨Communicate Clearly
As a Senior Customer Support Engineer, strong communication skills are key. Practice explaining complex technical concepts in simple terms. You might even want to prepare a few examples of how you've successfully communicated with customers or team members in the past to build trust and resolve issues.
✨Show Your Problem-Solving Skills
Be prepared to discuss specific instances where you’ve tackled challenging customer cases. Think about the root causes you identified and the solutions you implemented. This will demonstrate your proactive approach to problem-solving and your ability to drive great outcomes.
✨Emphasise Team Collaboration
Vercel values teamwork, so highlight your experience working across different teams like Product and Solutions. Share examples of how you’ve partnered with others to improve processes or tools, as this will show that you can thrive in a collaborative environment.
