Director, Customer Support Engineering at Vercel

The Director, Customer Support Engineering will own platform support outcomes for the Americas, ensuring 24/7 global continuity and protecting customer experience and SLAs. They will develop and execute a regional operating plan that aligns with the global Support strategy, translating strategy into measurable programs, roadmaps, and results. Responsibilities include defining and evolving a mastery-based training program with AI-assisted curricula to raise the SME bar and reduce time-to-excellence. The role involves delivering exceptional customer experiences at scale by instrumenting and acting on quality, speed, and effort metrics. They will set, monitor, and refine team SLOs and error budgets, using data to drive prioritization, staffing, and process changes. A key responsibility is partnering with Product and Engineering to convert frontline signals into roadmap inputs and preventive fixes, closing the loop with clear impact metrics. The Director will align and influence cross-functional stakeholders to remove friction and streamline customer journeys, and lead executive escalations with calm urgency, owning comms, assembling experts, and driving durable resolutions with RCAs. They will select, implement, and operationalize tooling, including AI agents and knowledge systems, to improve efficiency and quality. Building an engineering-first support culture by automating repeatable work, codifying runbooks, and shipping self-healing workflows is also a core duty. Finally, they will hire, develop, and retain exceptional people who embody Vercel's mission.