About this role

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.

You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving.
You have strong written and verbal communication; able to explain complex systems clearly.
You have hands-on experience using Vercel as a platform.
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
Ecosystem
SSO / SAML configuration and troubleshooting

Senior Customer Support Engineer

Key skills