Vapi
Customer Support Engineer, Senior Manager
San Francisco · Senior
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About the role
- - Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life
- - Trusted by 1 million developers building the future of voice agents
Responsibilities
- Build trust with the team: Connect with our L1 enterprise support and L2 Support team to find gaps, optimizations, and improve escalation paths.
- Tier Enforcement: Work with Agent Strategists and FDE to ensure L1 CSEs are not becoming "ad-hoc FDEs" and correctly identify when support requests should be flagged as more complex engagements.
- Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features.
- On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs.
Requirements
- Technically Lethal Leader: 5+ years in technical support or solutions roles, with at least 2 years of experience managing technical teams.
Nice to have
- Knowledge Leadership:
- Oversee the publication of "God-tier" technical guides and debugging snippets tailored to complex enterprise integrations.
- Strategic Feedback:
- Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements to continuously improve the platform.
- Technically Lethal Leader:
- 5+ years in 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.
- Enterprise Experienced:
Benefits
- Team Growth: Own the technical health of the enterprise base and scale the L1 team to handle the increasing volume of complex enterprise deployments.
Company info
- Connect with our L1 enterprise support and L2 Support team to find gaps, optimizations, and improve escalation paths.
- Enterprise SLA Excellence:
- Formalize and strictly enforce Severity SLAs for paying enterprise customers.
- Tier Enforcement:
- Work with Agent Strategists and FDE to ensure L1 CSEs are not becoming "ad-hoc FDEs" and correctly identify when support requests should be flagged as more complex engagements.
- Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features.
- Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers.
This listing is sourced directly from Vapi's careers page and normalized into a canonical job model.