Senior Customer Support Engineer

• Resolve customer concerns, create and improve internal tooling, and engineer solutions that help Vercel customers get the most out of the platform. • Report to the Manager, Customer Support Engineering, specialising in multiple core domains while partnering across teams to drive great outcomes. • Earn customer trust as an excellent communicator who understands complex systems quickly and enjoys digging deep to find and resolve root causes. • Take part in an occasional weekend or holiday on-call rotation, scheduled in advance, as part of the global coverage model. • Work remotely from the United Kingdom or Germany, with office anchor days on Monday, Tuesday, and Friday if you live within commuting distance of an office.

• Lead by example and provide feedback that mentors other members of the team. • Have hands-on experience using Vercel and v0 as a platform. • Bring modern development and architecture experience in the AI or web space, such as building LLM-powered apps, web services, or production web applications, and explain those concepts to others. • Have prior customer support experience in a technical role, troubleshooting cases, writing clear solutions, and problem-solving proactively. • Enjoy engineering solutions that resolve the root causes of recurring problems. • Communicate strongly in writing and in person, explaining complex systems clearly. • Work comfortably with a fully remote, globally distributed team. • Bring a passion for delivering a customer experience second to none. • Be willing to take part in a weekend and holiday on-call rotation.

• Have frontend development experience with React or Next.js. • Enjoy technical writing for public docs or developer education. • Have experience automating workflows with agentic services. • Have acted as a domain owner or specialist within a support team.

• Solve interesting, technically complex cases for Vercel customers. • Troubleshoot issues alongside Engineering, identifying and driving 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. • Specialise in a given product area, v0, 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.

• Receive a competitive compensation package including equity. • Access an inclusive healthcare package. • Learn and grow through mentorship and events that build your network and skills. • Take flexible time off. • Get the gear you need for the role plus a working from home budget to outfit your space.

Vercel is the agentic infrastructure company, freeing people and agents to ship what comes next. For more than a decade it has shaped how the web is built, and as the team behind Next.js, v0, and the AI SDK it creates products that help builders move from idea to production with speed, security, and exceptional developer experience. Companies including OpenAI, PayPal, Ramp, and Supreme, along with millions of developers worldwide, build on the platform.