Customer Support Engineer

About the Role:

Vercel is looking for a Customer Support Engineer to assist our customers with technical problems and questions when using Vercel products and services. Customer Support Engineer responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform.

To be successful in this role, you must be an excellent communicator who’s able to earn our customers’ trust and understand technical problems quickly. You will also ideally have a background in frontend development, enjoy technical writing, and have a passion for digging deep to find and resolve root causes. In addition to this, you will be comfortable with evening, 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.

For candidates based in Sydney, the role requires a hybrid schedule, three days per week in our Sydney office.

What You Will Do:

• Handle cases for all Vercel customers.
• Handle customer issues outside of regular case channels.
• Work with the community to provide advice and assistance.
• Develop and improve internal tools alongside engineering.
• Complete engineering work on a regular basis.
• Specialize in a specific product area and owning that within the team.
• Improve internal documentation, processes, and policies.
• Assist Customer Success Managers with Enterprise requests.

About You:

• Frontend development experience, ideally with React and Next.js.
• A firm understanding of cloud technologies and serverless computing.
• A desire to engineer solutions for problems to resolve root causes.
• Exceptional communication skills, both written and oral.
• Comfortable working with a fully remote, globally distributed team.
• Availability to work within a weekend and on-call rota.
• A passion to deliver a customer experience second to none.

Bonus if You:

• Have experience working with backend development, especially Node.js.
• Are open to a higher-compensated Saturday-Tuesday schedule
• Have experience with CDNs and setting up cloud infrastructure.
• Work with monorepos or custom CI/CD pipelines.
• Understand DNS well and can explain this clearly to others.
• Are experienced with incident management and procedural communication.
• Use your experience to mentor other members of the team.

Benefits & Perks:

• Competitive compensation and stock options.
• Inclusive Healthcare Package (US only).
• Flexible working style - 100% remote, with teammates located throughout the globe.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Unlimited PTO - 4 weeks recommended per year. Take time when you need it.
• Generous Gear Credit.