Customer Support Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

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 and the ability to quickly understand technical problems. The role also involves holiday, weekend, and on-call work based on a rota system.

Requirements

• Frontend Development Experience: Experience with Next.js is required.
• Web Architecture Understanding: Knowledge of modern web architecture, frontend frameworks like React, cloud technologies (serverless computing), and DNS. Ability to clearly explain these concepts to others.
• Incident Management: Experience with incident management and procedural communication.
• Communication Skills: Exceptional communication skills.
• Availability: Comfortable working within a weekend and on-call rota.

Responsibilities

• Customer Issue Resolution: Solving interesting cases for Vercel customers.
• Troubleshooting: Troubleshooting customer issues alongside the engineering team.
• Collaboration: Working with other Vercel teams to provide advice and assistance, both internally and externally.
• Tool Development: Developing and improving internal tools alongside engineering.
• Product Specialization: Specializing in a few product areas and owning them within the team.
• Documentation & Process Improvement: Improving existing and identifying new internal documentation, processes, and policies.
• Customer Success Support: Assisting Customer Success Managers with Enterprise requests.

About You

• Leadership & Mentorship: Lead by example and provide feedback to mentor other team members.
• Customer Focus: A passion to deliver a customer experience second to none.
• Remote Collaboration: Comfortable working with a fully remote, globally distributed team.

Bonus (Nice to Have)

• CDN & Caching Experience: Experience with CDNs and a good understanding of caching techniques.
• CI/CD Pipeline Experience: Experience 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.

Benefits

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events.