Senior Customer Support Engineer

<div class="content-intro"><h2>About Vercel:</h2> <p><span data-sheets-root="1">Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web.<br></span></p> <p><span data-sheets-root="1">Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story: You can just ship things.</span></p></div><div><strong><u>About the Role<span class="Apple-converted-space">&nbsp;</span></u></strong><br>Reporting to the Manager, Customer Support Engineering, you’ll resolve customer concerns, create and improve internal tooling, and engineer solutions that help Vercel customers get the most out of the platform. We’re seeking a deeply technical engineer with relevant support experience who can specialize in multiple core domains (Ecosystem, CDN) while partnering across teams to drive great outcomes. You’re an excellent communicator who earns customer trust, understands complex systems quickly, and enjoys digging deep to find and resolve root causes. You’re comfortable participating in an occasional weekend or holiday on-call rotation (scheduled in advance) as part of our global coverage model. This role is fully remote. For location-specific details, please connect with our recruiting team. Currently, we are looking for candidates who reside within Australia or Japan (English language proficiency required).<br><br><strong>What You Will Do</strong></div> <ul> <li>Solve interesting, technically complex cases for Vercel customers.</li> <li>Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations.</li> <li>Partner with Product, Solutions, and Customer Success to provide guidance internally and externally.</li> <li>Develop and improve internal tools and scripts that increase team efficiency.</li> <li>Specialize in a few product areas (CDN, AI enablement) and act as a domain owner within the team.</li> <li>Improve existing documentation and create new runbooks, guides, and internal processes.</li> <li>Assist Customer Success Managers with Enterprise requests and escalations.</li> </ul> <div><br><strong>About You</strong><br>• You lead by example and provide feedback to mentor other members of the team.<br>• You have hands-on experience using Vercel as a platform.<br>• You have modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications) and can explain these concepts to others.<br>• You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving.<br>• You enjoy engineering solutions to resolve root causes of recurring problems.<br>• You have strong written and verbal communication; able to explain complex systems clearly.<br>• You are comfortable working with a fully remote, globally distributed team.<br>• You have a passion for delivering a customer experience second to none.<br>• You are willing to participate in a weekend/holiday on-call rotation.<br>• Subject Matter Expertise in one or more of the following areas:</div> <div>&nbsp;</div> <div>CDN</div> <ul> <li>Domains, DNS, and SSL/TLS lifecycle management</li> <li>Caching strategy and cache-invalidation patterns</li> <li>Cloud/edge networking fundamentals and routing rules/redirects <ul> <li>Performance tuning, logs/analytics, and WAF/DDoS understanding</li> </ul> </li> </ul> <div>Ecosystem</div> <ul> <li>SSO / SAML configuration and troubleshooting</li> <li>Experience supporting observability products</li> <li>Logging navigation and troubleshooting<span class="Apple-converted-space">&nbsp;</span></li> <li>RBAC<span class="Apple-converted-space">&nbsp;</span></li> </ul> <div><br>Bonus If You:</div> <ul> <li>Have frontend development experience (e.g., React/Next.js).</li> <li>Enjoy technical writing for public docs or developer education.</li> <li>Have experience automating workflows with agentic services.</li> </ul> <div id="te-floating-button-conta