30 Day:
Learn Vapi’s API surface area, common integration patterns, and production deployment workflows.
Shadow ticket triage and begin resolving straightforward L1 issues independently.
Understand tiering framework (P0, P1, P2) and SLA expectations.
Familiarize yourself with documentation gaps and internal runbooks.
60 Day:
Own front-line enterprise ticket triage with a focus on resolving most tickets within 30 minutes.
Apply severity-based prioritization and escalate cleanly when required with full reproduction context.
Partner with Deployment Strategists to identify recurring issues and customer health risks.
Begin contributing to internal knowledge base and runbooks.
90 Day:
Achieve strong L1 resolution rate (70%+) with consistent SLA adherence.
Actively improve support workflows, automation triggers, and routing logic.
Contribute to SLA automation initiatives (Tasker, Slack bots, routing improvements).
Strengthen documentation to reduce repeat issues and increase team velocity.

4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company
Strong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging
Comfortable reading API error responses, tracing webhook flows, and diagnosing issues without writing production code
Experience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management
Clear communicator who can explain technical root causes to customers without unnecessary jargon
Highly organized with strong documentation habits and thorough ticket hygiene
Comfortable in fast-paced environments where enterprise production systems are at stake
Bonus: Experience with voice/telephony systems (SIP, WebRTC, Twilio, Vonage), AI agents, LLMs, or basic scripting for debugging.

Enterprise Customer Support Engineer

Key skills