Skills & Technologies
Joblaze summary
In the role of Senior Customer Support Engineer at Vercel, the individual will tackle complex technical issues for customers while collaborating with engineering and product teams to enhance the overall user experience. Key skills include expertise in AI enablement and CDN, along with a strong background in troubleshooting and customer support. This position is ideal for someone with a technical mindset and experience in modern web development, particularly in AI or cloud technologies. Vercel's commitment to innovation and customer satisfaction makes this a dynamic environment for those looking to make a significant impact.
Joblaze insights
- Listed about a month ago on Joblaze — tracked directly from Vercel's career page.
- Vercel has 76 other open roles including Collections (Accounts Receivable) Specialist , Revenue Manager, Account Executive, Majors.
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- 94 active Next.js roles on Joblaze right now.
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Quick facts
- Is the Senior Customer Support Engineer role remote?
- Yes — Vercel lists this as a fully remote position.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: WAF, DDoS, Vercel AI Gateway, Vercel Agent, Asynchronous Systems, Next.js.
- What seniority level is this role?
- Vercel targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Customer Support Engineer role at Vercel.
From the original posting
About Vercel:
Vercel is the agentic infrastructure company. We free people and agents to ship what’s next.
For more than a decade, Vercel has shaped how the web is built. As the team behind Next.js, v0, and AI SDK, we create products that help builders move from idea to production with speed, security, and exceptional developer experience.
Now, software is entering a new era, and the next generation of products will not just be used by people. They will be built, extended, and operated by agents.
We are building the platform for that future, trusted by companies like OpenAI, PayPal, Ramp, Supreme, and millions of developers worldwide. Whether you’re building our products, supporting our customers, growing our community, or shaping our story, you’ll help define what comes next.
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 (AI Enablement, 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.
What You Will Do
- 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 lead by example and provide feedback to mentor other members of the team.
- You have hands-on experience using Vercel as a platform.
- 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.
- You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving.
- You enjoy engineering solutions to resolve root causes of recurring problems.
- You have strong written and verbal communication; able to explain complex systems clearly.
- You are comfortable working with a fully remote, globally distributed team.
- You have a passion for delivering a customer experience second to none.
- You are willing to participate in a weekend/holiday on-call rotation.
- 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
- Performance tuning, logs/analytics, and WAF/DDoS understanding
- AI enablement
- Vercel AI Gateway, MCP (Model Context Protocol), and Vercel Agent
- Asynchronous systems (queues, background jobs, event-driven architectures)
- Workflows product comfortability
- Sandbox related configuration and error troubleshooting
- CDN
- Have frontend development experience (e.g., React/Next.js).
- Enjoy technical writing for public docs or developer education.
- Have experience automating workflows with agentic services.