Customer Support Engineer

Overview

Customer Support Engineer at Vercel who helps customers resolve technical problems and questions when using Vercel products and services, while building internal tooling and engineering solutions that improve the customer experience.

What you'll do

• Handle cases for all Vercel customers.
• Handle customer issues outside of regular case channels.
• Work with the community to provide advice and assistance.
• Develop and improve internal tools alongside engineering.
• Complete engineering work on a regular basis.
• Specialize in a specific product area and own that within the team.
• Improve internal documentation, processes, and policies.
• Assist Customer Success Managers with Enterprise requests.

What you'll need

• Frontend development experience, ideally with React and Next.js.
• A firm understanding of cloud technologies and serverless computing.
• A desire to engineer solutions for problems to resolve root causes.
• Exceptional communication skills, both written and oral.
• Comfortable working with a fully remote, globally distributed team.
• Availability to work within a weekend and on-call rota.
• A passion to deliver a customer experience second to none.

Nice to have

• Experience working with backend development, especially Node.js.
• Open to a higher-compensated Saturday-Tuesday schedule.
• Experience with CDNs and setting up cloud infrastructure.
• Experience working with monorepos or custom CI/CD pipelines.
• Understanding of DNS and the ability to explain it clearly to others.
• Experience with incident management and procedural communication.
• Experience using your skills to mentor other members of the team.

Details

• Location: Remote - Australia.
• Fully remote, with teammates located throughout the globe.
• Evening, weekend, and on-call work based on a rota system.