At Vercel, we believe that liberating the frontend unlocks creativity and open-source is the best way forward.
We are building a next-generation internet where developers can create freely and execute new ideas, guaranteeing a more vibrant, personalized internet. Vercel’s platform provides the speed and reliability to create at the moment of inspiration. In other words, our friction-less, real-time deployment makes it possible to start working on projects immediately — anywhere in the world.
Our globally-distributed team works asynchronously to lead the React ecosystem and serve developers at large companies. We pride ourselves on our diversity, shared urgency to iterate, team-oriented decision making, and drive to dig deep.
Vercel is looking for a Senior Customer Success Engineer to assist our customers with technical problems and questions when using Vercel products and services! Senior Customer Success Engineer responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform.
To be successful in this role, you must be an excellent communicator who’s able to earn our customers’ trust and understand technical problems quickly. You will also ideally have a background in frontend development, enjoy technical writing, and have a passion for digging deep to find and resolve root causes. In addition to this, you will be comfortable with evening, weekend, and on-call work based on a rota system.
Ultimately, you will help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience.
This role is Remote US West Coast based (can include Mountain, Pacific, Alaska, and Hawaii time zones)
Solving interesting cases for Vercel customers.
Troubleshooting customer issues alongside our engineering team.
Working with other Vercel teams to provide advice and assistance, both internally and externally.
Developing and improving internal tools alongside engineering.
Specializing in a few product areas and owning that within the team.
Improving existing, and identifying new, internal documentation, processes and policies.
Assisting Customer Success Managers with Enterprise requests.
You lead by example and provide feedback to mentor other members of the team.
You have frontend development experience with Next.js.
You understand modern web architecture, frontend frameworks like React, cloud technologies serverless computing, and DNS. You can explain this clearly to others.
You enjoy engineering solutions to resolve root causes of recurring problems.
You are experienced with incident management and procedural communication.
You possess exceptional communication skills.
You are comfortable working with a fully remote, globally distributed team.
You have a passion to deliver a customer experience second to none.
Availability to work within a weekend and on-call rota.
3+ years experience in a highly technical support role.
Have experience supporting backend runtime environments, especially Node.js.
Have experience with CDNs and a good understanding of caching techniques.
Work with monorepos and/or custom, complex CI/CD pipelines.
Competitive compensation and stock options
Inclusive Healthcare Package
Flexible working style - 100% remote, with teammates located throughout the globe
Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
Unlimited PTO - 4 weeks recommended per year. Take time when you need it.
We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed
The estimated annual cash salary for this role is $89,000- $149,000. This salary range is an estimate, and actual salary may vary based on the company's compensation practices, location, and candidate experience. The total compensation package may also include benefits and equity-based compensation
Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.