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SeniorOfficeSan Francisco

Customer Support Engineer

V
Vapi
Уровень
Senior
Формат
Office
О роли

Описание вакансии

About the company
  • Vapi builds voice AI agents; powers 1 billion calls for Amazon Ring, Intuit, ServiceTitan, New York Life
  • Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator; $72M raised
Responsibilities
  • Resolve customer support tickets across Slack, email, and Discord
  • Optimize sub-500ms latency budgets, tool-calling, and the Vapi CLI
  • Build relationships with L1/L2 support, Agent Strategists, and Forward Deployed Engineers
  • Own Severity-tagged tickets for paying enterprise accounts against real SLAs
  • Make escalation judgment calls between self-fix and FDE involvement
  • Automate repeated tickets in partnership with FDE and Product
  • Write debugging playbooks for enterprise integrations
  • Surface customer requirements into the engineering roadmap
Requirements
  • 4-5+ years in senior technical support, solutions engineering, or TAM-style role, ideally enterprise accounts with commercial SLAs
  • Hands-on with prompt engineering, structured outputs, voice latency tradeoffs
  • Comfortable with support tooling like Plain, Pylon
  • API-fluent: REST APIs, webhooks, event-driven systems
  • Code-capable in Python or JavaScript
  • Voice/telephony (SIP, WebRTC, Twilio-style CPaaS) is a plus
Conditions
  • Competitive base salary and meaningful equity
  • Medical, dental, vision coverage
  • Flexible time off
  • Catered lunches and dinners on in-office days
  • Monthly lifestyle & wellness stipends
  • Annual learning stipends
  • Regular offsites and team events
Стек и навыки

С чем работаем