Vapi

3 months ago

Customer Support Engineer, Senior Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead and scale a specialized L1 Support Engineering team for enterprise customers, owning tech-led, SLA-driven operations across SIP/WebRTC/LLM configurations. Partner with engineering to close API gaps, shape the 2026 roadmap, and ensure rapid triage by account tier. Drive automation and knowledge leadership while protecting Net Revenue Retention.

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Build and scale the enterprise L1 Support Engineering team with a focus on high-value accounts
•Enforce severe SLA targets (P1 in 4 hours, P2 in 8 hours) and manage tiered account handling
•Collaborate with core Engineering to ensure seamless escalation paths and address API gaps
•Own the technical health of the enterprise base and drive team growth to handle increasing deployments
•Lead knowledge sharing through guides and debugging snippets for complex enterprise integrations

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsurancePaid LeaveEquityCommuter BenefitsGym MembershipLearning Budget

Key Requirements

•5+ years in high-intensity technical support or solutions roles
•2+ years of experience managing technical teams
•fluency in REST APIs, webhooks, and event-driven systems
•enterprise account support experience with SLA adherence
•ability to code in Python or JavaScript for debugging or reproduction

Experience:5+ yearsEnterprise softwareSaaSCustomer support engineering

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCollaboration

Languages:English

Tech Stack:REST APIsWebhooksEvent-driven systemsPythonJavaScriptSIPWebRTCTwilioLLMsTTSSTT

Company Brief

Vapi

Provides AI-powered tools that help developers build, test, and document APIs using natural language and automation, simplifying integration and accelerating API development while offering SDK generation, mock servers, and team collaboration features.

Industry: Developer Tools

Website

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Vapi

3 months ago

Customer Support Engineer, Senior Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Build and scale the enterprise L1 Support Engineering team with a focus on high-value accounts
•Enforce severe SLA targets (P1 in 4 hours, P2 in 8 hours) and manage tiered account handling
•Collaborate with core Engineering to ensure seamless escalation paths and address API gaps
•Own the technical health of the enterprise base and drive team growth to handle increasing deployments
•Lead knowledge sharing through guides and debugging snippets for complex enterprise integrations

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsurancePaid LeaveEquityCommuter BenefitsGym MembershipLearning Budget

Key Requirements

•5+ years in high-intensity technical support or solutions roles
•2+ years of experience managing technical teams
•fluency in REST APIs, webhooks, and event-driven systems
•enterprise account support experience with SLA adherence
•ability to code in Python or JavaScript for debugging or reproduction

Experience:5+ yearsEnterprise softwareSaaSCustomer support engineering

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingCollaboration

Languages:English

Tech Stack:REST APIsWebhooksEvent-driven systemsPythonJavaScriptSIPWebRTCTwilioLLMsTTSSTT

Company Brief

Vapi

Industry: Developer Tools

Website