Build and manage a world-class L1 Support Engineering team for Enterprise accounts
Deep-dive into the Vapi stack, mastering nuances of sub-500ms latency, tool-calling, and the Vapi CLI
Audit the current ticket triage process specifically for enterprise accounts
Formalize and enforce Severity SLAs for paying enterprise customers
Collaborate with Product to refine automated testing and Eval suites
Scale the L1 team to handle increasing volume of complex enterprise deployments
Oversee the publication of technical guides and debugging snippets

5+ years in high-intensity technical support or solutions roles
At least 2 years of experience managing technical teams
Fluent in REST APIs, webhooks, and event-driven systems
Proven track record of managing support operations for enterprise accounts
Strictly adhering to commercial SLAs
Understand prompt engineering, structured outputs, and how to optimize them for voice latency
Ability to code in Python or JavaScript to help debug or build reproduction agents
Experience with SIP, WebRTC, or Twilio is preferred

Customer Support Engineer – Manager

Key skills