Remote Senior Customer Success Engineer

Description:

• The Senior Customer Success Engineer at Vercel will be responsible for resolving customer concerns, improving internal tooling, and engineering solutions to enhance the customer experience on the platform.
• The role involves working closely with customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier to help them achieve their goals throughout the customer journey.
• Responsibilities include troubleshooting customer issues, collaborating with engineering teams, specializing in specific product areas, and assisting Customer Success Managers with Enterprise requests.
• The position requires a background in web development, excellent communication skills, and the ability to work on a weekend on-call rota system.

Requirements:

• Understanding of modern web architecture, frontend frameworks like Next.js and React, cloud technologies, serverless computing, and DNS.
• Experience in incident management, procedural communication, and resolving root causes of recurring problems.
• Exceptional communication skills, inquisitive mindset, and ability to work effectively in a fully remote, globally distributed team.
• Passion for delivering exceptional customer experiences and at least 3 years of experience in a highly technical support role.
• Availability to work within a weekend on-call rota.

Benefits:

• Competitive compensation package and stock options.
• Inclusive Healthcare Package.
• Mentorship opportunities and support to attend events for skill and network building.
• Flexible Time Off policy with recommended 4-weeks vacation per year and paid holidays.
• Remote-friendly work environment with teammates from different time zones.
• Provision of necessary gear for the role and a WFH budget to set up a comfortable workspace.