Vapi

Customer Support Engineer, Senior Manager

San Francisco · Senior

Sponsorship not specifiedDetected 89 days ago

JavaScriptPythonRESTLLMsProduct ManagementCustomer SupportTest AutomationVoIPLeadership

About the role

Tier Enforcement: Work with Agent Strategists and Agent Engineers to ensure L1 CSEs are not becoming "ad-hoc FDEs" for lower-tier enterprise accounts, and correctly identify when support requests should be flagged as upsell opportunities.
Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features
As Vapi scales its enterprise footprint, we need a technical leader to build and manage a world-class L1 Support Engineering team dedicated strictly to our Enterprise accounts.
You will serve as the strategic bridge between our enterprise base and L2 support team within core engineering, ensuring that high-value support feedback loops and API gaps directly shape our 2026 product roadmap.
You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently based on their specific account tiers (Strategic, Managed, Low Touch)
Work with Agent Strategists and Agent Engineers to ensure L1 CSEs are not becoming "ad-hoc FDEs" for lower-tier enterprise accounts, and correctly identify when support requests should be flagged as upsell opportunities.
Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features
Build the human interface for every business

Technically Lethal Leader: 5+ years in high-intensity technical support or solutions roles, with at least 2 years of experience managing technical teams.
You are fluent in REST APIs, webhooks, and event-driven systems.
5+ years in high-intensity technical support or solutions roles, with at least 2 years of experience managing technical teams.

Experience with SIP, WebRTC, or Twilio is highly preferred-you understand the "plumbing" of a phone call.
Voice Fluent: Experience with SIP, WebRTC, or Twilio is highly preferred-you understand the "plumbing" of a phone call.

Real stake: We offer a competitive salary and excellent equity ownership
Comprehensive health coverage: medical, dental, and vision plans
Unlimited PTO, with a culture that encourages ~20 days off annually to recharge
More: catered meals, commuter support, gym, and a $10k annual L&D budget
Own the technical health of the enterprise base and scale the L1 team to handle the increasing volume of complex enterprise deployments.

Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to the Fortune 500
Formalize and strictly enforce Severity SLAs for paying enterprise customers, ensuring P1 blockers receive a 4-hour first touch and P2 issues receive an 8-hour first touch.
You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers
70% of the company are previous founders
Partner with Engineering: Build a relationship with the L2 Support team (sitting in Engineering) to ensure a seamless escalation path for our highest-value customers.
Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers, ensuring P1 blockers receive a 4-hour first touch and P2 issues receive an 8-hour first touch.
This isn't a traditional "customer service" management role - it is engineering-led leadership. You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments.
Build a relationship with the L2 Support team (sitting in Engineering) to ensure a seamless escalation path for our highest-value customers.

This listing is sourced directly from Vapi's careers page and normalized into a canonical job model.