About the company
Vapi is a Voice AI platform that resolves, not transfers. Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life. Trusted by 1 million developers. Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, with $72M raised.
Responsibilities
- Manage and build a world-class Support Engineering team spanning from SMB ISVs to large Enterprises.
- Unblock high-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments.
- Serve as the strategic bridge between enterprise base and L2 support team to ensure feedback loops that shape product roadmap.
- Enforce operational boundaries for enterprise support interactions, triage efficiently, and identify patterns for product improvements.
- Formalize and strictly enforce Severity SLAs for paying enterprise customers.
- Collaborate with Product to refine automated testing and Eval suites.
- Own the technical health of the enterprise base and scale the L1 team.
- Oversee publication of technical guides and debugging snippets for complex enterprise integrations.
- Act as primary bridge between enterprise stakeholders and core engineering.
Requirements
- 5+ years in technical support or solutions roles, with at least 2 years managing technical teams.
- Fluent in REST APIs, webhooks, and event-driven systems.
- Proven track record managing support operations for enterprise accounts and adhering to commercial SLAs.
- Experience owning incident response process, including escalation paths and postmortem/RCA discipline.
- Understanding of prompt engineering, structured outputs, and optimization for voice latency.
- Experience building custom agents/skills to make Support Engineers more effective.
- Familiarity with Support technologies like Plain, Pylon, etc.
- Code-capable: can jump into Python or JavaScript to debug middleware or build production agents.
- Experience with SIP, WebRTC, or Twilio preferred.
- Relentlessly autonomous, able to write playbooks that scale.