Customer Support Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Competitive compensation package, including equity.

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web. At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

This role involves resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform. Success requires excellent communication skills, the ability to quickly understand technical problems, and ideally, a background in frontend development, a passion for technical writing, and a drive to find and resolve root causes. You will also be comfortable with holiday, weekend, and on-call work based on a rota system. Ultimately, you will help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience.

Requirements

• Frontend development experience with Next.js.
• Understanding of modern web architecture, frontend frameworks like React, cloud technologies, serverless computing, and DNS.
• Ability to explain technical concepts clearly to others.
• Experience with incident management and procedural communication.
• Exceptional communication skills.
• Comfort working with a fully remote, globally distributed team.
• Availability to work within a weekend and on-call rota.

Responsibilities

• Solving interesting cases for Vercel customers.
• Troubleshooting customer issues alongside our engineering team.
• Working with other Vercel teams to provide advice and assistance, both internally and externally.
• Developing and improving internal tools alongside engineering.
• Specializing in a few product areas and owning that within the team.
• Improving existing, and identifying new, internal documentation, processes and policies.
• Assisting Customer Success Managers with Enterprise requests.

Bonus If You

• Experience with CDNs and a good understanding of caching techniques.
• Experience working with monorepos and/or custom, complex CI/CD pipelines.

Company Information

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web. At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.