Customer Support Engineer, Senior Manager

Vapi (/ˈVɑːpi/): - Voice AI that resolves, not transfers - Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life - Trusted by 1 million developers building the future of voice agents - Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, and more with $72M raised - Try talking to Vapi now! https://vapi.ai/ Why We’re Hiring This Role: - Reporting to the Head of Customer Engagement, we need a technical leader to build and manage a world-class Support Engineering team that spans from SMB ISVs to large Enterprises. - This isn’t a traditional "customer service" management role - it is engineering-led leadership. You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments. - Your team's efficiency in resolving technical friction for enterprise customers will act as a primary engine protecting Net Revenue Retention. - You will serve as the strategic bridge between our enterprise base and L2 support team to ensure feedback loops that directly shape our product roadmap with core engineering. - You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently while identifying patterns and opportunities for product, documentation and customer-facing tools that solve common pain points. What You’ll Do: 30 Day: - Master the Stack: Deep-dive into the Vapi stack, mastering nuances of sub-500ms latency, tool-calling, and the Vapi CLI. - Audit Enterprise Operations: Audit the current ticket triage process specifically for enterprise accounts utilizing complex SIP integrations, WebRTC, and custom LLM configurations. - Build trust with the team: Connect with our L1 enterprise support and L2 Support team to find gaps, optimizations, and improve escalation paths. 60 Day: - Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers. - Tier Enforcement: Work with Agent Strategists and FDE to ensure L1 CSEs are not becoming "ad-hoc FDEs" and correctly identify when support requests should be flagged as more complex engagements. - Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features. 90 Day: - Team Growth: Own the technical health of the enterprise base and scale the L1 team to handle the increasing volume of complex enterprise deployments. - Knowledge Leadership: Oversee the publication of "God-tier" technical guides and debugging snippets tailored to complex enterprise integrations. - Strategic Feedback: Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements to continuously improve the platform. Who You Are: - Technically Lethal Leader: 5+ years in technical support or solutions roles, with at least 2 years of experience managing technical teams. You are fluent in REST APIs, webhooks, and event-driven systems. - Enterprise Experienced: You have a proven track record of managing support operations for enterprise accounts and adhering to commercial SLAs. - On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs. - AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency. Further, you have built out custom agents/skills to make Support Engineers more effective and are familiar with new Support technologies like Plain, Pylon, etc. - Code-Capable: You can still jump into Python or JavaScript to help your team debug a customer’s middleware or build a production agent. - Voice Fluent: Experience with SIP, WebRTC, or Twilio is preferred - you understand the "plumbing" of a phone call. - Relentlessly Autonomous: You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers.