Customer Support Engineer

Vapi
San Francisco
Workplace: HybridFull timeUSD 154,000 - 169,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Ownership","Escalation judgment","Technical troubleshooting","Automation mindset","Knowledge sharing"]

Own enterprise customer support for an AI voice agent platform, resolving technical tickets across Slack, email, and Discord. Partner closely with engineers to deliver fixes and shape product direction from real integration needs. Optimize AI-native debugging workflows—latency, tool-calling, and CLI usage—while using API knowledge (REST/webhooks/event-driven systems) and optional telephony experience (SIP/WebRTC/Twilio-style CPaaS).

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FursaFursa
Vapi
Vapi
2 days ago

Customer Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Own enterprise customer support for an AI voice agent platform, resolving technical tickets across Slack, email, and Discord. Partner closely with engineers to deliver fixes and shape product direction from real integration needs. Optimize AI-native debugging workflows—latency, tool-calling, and CLI usage—while using API knowledge (REST/webhooks/event-driven systems) and optional telephony experience (SIP/WebRTC/Twilio-style CPaaS).
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve customer support tickets across Slack, email, and Discord.
  • •Collaborate with engineers to deliver technical asks and fix issues during the customer journey.
  • •Optimize AI-native support workflows, including latency budgets and Vapi CLI debugging.
  • •Run point on severity-tagged tickets for paying enterprise accounts against real SLAs.
  • •Contribute automation by eliminating repeated issues and writing an enterprise debugging playbook while channeling feedback to the roadmap.

Pay and Benefits

Salary: USD 154,000 - 169,000 annually
Perks:Health InsuranceDentalVisionLearning BudgetMeal ProvisionWellness Stipend

Key Requirements

  • •4-5+ years in a senior technical support, solutions engineering, or TAM-style role supporting enterprise accounts with real SLAs.
  • •Hands-on interest in AI-native problems, including prompt engineering and structured outputs, with a focus on voice latency tradeoffs.
  • •API fluency using REST APIs, webhooks, and event-driven systems for integration troubleshooting.
  • •Ability to code in Python or JavaScript to debug middleware or spin up a quick agent when needed.
  • •Bonus asset: experience with SIP, WebRTC, or Twilio-style CPaaS platforms; support instincts and AI-native appetite matter most.
Experience:4+ yearsEnterprise supportAIVoice AIDeveloper tools
Skills:OwnershipEscalation judgmentTechnical troubleshootingAutomation mindsetKnowledge sharing
Tech Stack:SlackEmailDiscordVapi CLIPlainPylonREST APIsWebhooksEvent-driven systemsPrompt engineeringStructured outputsPythonJavaScriptSIPWebRTCTwilioCPaaSHIPAASOC2Deterministic fallbacks

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
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