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Home / Senior Customer Support Engineer

Senior Customer Support Engineer

  • Full Time
  • Anywhere

About Vercel

Vercel

About Vercel:

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. Whether you’re building on our platform, supporting our customers, or shaping our story: You can just ship things.

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 (Ecosystem, CDN) 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. This role is fully remote. For location-specific details, please connect with our recruiting team. Currently, we are looking for candidates who reside within Australia or Japan (English language proficiency required).

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 few product areas (CDN, AI enablement) 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.
• Subject Matter Expertise in one or more of the following areas:
CDN
  • Domains, DNS, and SSL/TLS lifecycle management
  • Caching strategy and cache-invalidation patterns
  • Cloud/edge networking fundamentals and routing rules/redirects
    • Performance tuning, logs/analytics, and WAF/DDoS understanding
Ecosystem
  • SSO / SAML configuration and troubleshooting
  • Experience supporting observability products
  • Logging navigation and troubleshooting
  • RBAC
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.

Originally posted on Himalayas

To apply for this job please visit himalayas.app.

About this role & career path

Working in Japan

Japan is an island country in East Asia. Located in the Pacific Ocean off the northeast coast of the Asian mainland, it is bordered to the west by the Sea of Japan and extends from the Sea of Okhotsk in the north to the East China Sea in the south. The Japanese archipelago consists of four major islands alongside 14,121 smaller islands. Japan is divided into 47 administrative prefectures and eight traditional regions, and around 75% of its terrain is mountainous and heavily forested, concentrating its agriculture and highly urbanized population along its eastern coastal plains. With a populati

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