Senior Customer Support Engineer - Vercel

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

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

Ecosystem

Bonus If You: