Senior Customer Support Engineer

Senior Customer Support Engineer Skip to content Products AI Cloud AI Gateway One endpoint, all your models Sandbox Isolated, safe code execution Vercel Agent An agent that knows your stack AI SDK The AI Toolkit for TypeScript v0 Build applications with AI Core Platform CI/CD Helping teams ship 6× faster Content Delivery Fast, scalable, and reliable Fluid Compute Servers, in serverless form Workflow Long-running workflows at scale Observability Trace every step Security Bot Management Scalable bot protection BotID Invisible CAPTCHA Platform Security DDoS Protection, Firewall Web Application Firewall Granular, custom protection Resources Company Customers Trusted by the best teams Blog The latest posts and changes Changelog See what shipped Press Read the latest news Events Join us at an event Learn Docs Vercel documentation Academy Linear courses to level up Knowledge Base Find help quickly Community Join the conversation Open Source Next.js The native Next.js platform Nuxt The progressive web framework Svelte The web’s efficient UI framework Turborepo Speed with Enterprise scale Solutions Use Cases AI Apps Deploy at the speed of AI Composable Commerce Power storefronts that convert Marketing Sites Launch campaigns fast Multi-tenant Platforms Scale apps with one codebase Web Apps Ship features, not infrastructure Tools Marketplace Extend and automate workflows Templates Jumpstart app development Partner Finder Get help from solution partners Users Platform Engineers Automate away repetition Design Engineers Deploy for every idea Enterprise Pricing Ask AI Ask AILog In Sign UpSign Up Dashboard Field Engineering Australia Full Time Senior Customer Support Engineer Careers / Field Engineering Field Engineering Australia Full Time About Vercel: Vercel is the agentic infrastructure company. We free people and agents to ship what’s next. For more than a decade, Vercel has shaped how the web is built. As the team behind Next.js, v0, and AI SDK, we create products that help builders move from idea to production with speed, security, and exceptional developer experience. Now, software is entering a new era, and the next generation of products will not just be used by people. They will be built, extended, and operated by agents. We are building the platform for that future, trusted by companies like OpenAI, PayPal, Ramp, Supreme, and millions of developers worldwide. Whether you’re building our products, supporting our customers, growing our community, or shaping our story, you’ll help define what comes next. About the Role Reporting to the Manager, Customer Support Engineering, you’ll resolve customer concerns, create and improve internal tooling, and engineer solutions that help Vercel customers get the most out of the platform. We’re seeking a deeply technical engineer with relevant support experience who can specialize in multiple core domains (AI Enablement, CDN) while partnering across teams to drive great outcomes. You’re an excellent communicator who earns customer trust, understands complex systems quickly, and enjoys digging deep to find and resolve root causes. You’re comfortable participating in an occasional weekend or holiday on-call rotation (scheduled in advance) as part of our global coverage model. This role is fully remote. For location-specific details, please connect with our recruiting team. Currently, we are looking for candidates who reside within Australia. What You Will Do Solve interesting, technically complex cases for Vercel customers. Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations. Partner with Product, Solutions, and Customer Success to provide guidance internally and externally. Develop and improve internal tools and scripts that increase team efficiency. Specialize in a few product areas (CDN, AI enablement) and act as a domain owner within the team. Improve existing documentation and create new runbooks, guides, and internal processes. Assist Customer Success Managers with Enterprise requests and escalations. About You You lead by example and provide feedback to mentor other members of the team. You have hands-on experience using Vercel as a platform. You have modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications) and can explain these concepts to others. You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving. You enjoy engineering solutions to resolve root causes of recurring problems. You have strong written and verbal communication; able to explain complex systems clearly. You are comfortable working with a fully remote, globally distributed team. You have a passion for delivering a customer experience second to none. You are willing to participate in a weekend/holiday on-call rotation. Subject Matter Expertise in one or more of the following areas: CDN Domains, DNS, and SSL/TLS lifecycle management Caching strategy and cache-invalidation patterns Cloud/edge networking fundamentals and routing rules/redirects Performance tuning, logs/analytics, and WAF/DDoS understanding AI enablement Vercel AI Gateway, MCP (Model Context Protocol), and Vercel Agent Asynchronous systems (queues, background jobs, event-driven architectures) Workflows product comfortability Sandbox related configuration and error troubleshooting Bonus If You: Have frontend development experience (e.g., React/Next.js). Enjoy technical writing for public docs or developer education. Have experience automating workflows with agentic services. Apply for Role Apply Now. Tell us why you’d be a good fit for the Senior Customer Support Engineer role. 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Are you currently based in any of these countries? Please note these are the only countries where we are accepting applications ​United States​Germany​United Kingdom​Argentina​Australia​Canada​India​Japan​Other Will you require Visa Sponsorship now, or in the future? ​Yes​No Your authorization to work in the country where you live. Please choose the option that describes your work authorization. ​I am authorized to work in the country due to my nationality​I am authorized to work in the country based on a valid work permit and do not need a company to sponsor my visa​I am authorized to work in the country based on a valid work permit which needs to be sponsored by the company I work for​I am not authorized to work in the country and need visa support​Other By submitting my application, I acknowledge that I have read and understand Vercel’s Job Applicant Privacy Notice ​Acknowledge/Confirm Please double-check all the information provided above. Ensuring accuracy is crucial, as any errors or omissions may impact the review of your application. ​I have reviewed and confirmed that all the information provided is accurate and complete. Where did you first hear about this role? ​Events​Built In​LinkedIn​Google Search​Advertisements​Other job boards​LLMs (ChatGPT, etc.)​I'm a Vercel customer​Referral from a Vercel customer​Referral from a Vercel team member​Social media (X, Instagram, YouTube, etc.)​Other Content (news articles, podcasts, blogs)​Developer communities (GitHub, Hacker News, Reddit, etc.)​Other Optionally, include links to your social media profiles. 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