Full-Time Senior Customer Success Engineer
Vercel is hiring a remote Full-Time Senior Customer Success Engineer. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
Vercel
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About the Role:
Reporting to the Manager, Customer Success Engineering, the Senior Customer Success Engineer's responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform.
To be successful in this role, you must be an excellent communicator who's able to earn our customers' trust and understand technical problems quickly. You will also ideally have a background in frontend development, enjoy technical writing, and have a passion for digging deep to find and resolve root causes. In addition to this, you will be comfortable with holiday, weekend, and on-call work based on a rota system.
Ultimately, you will help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience.
What You Will Do:
- Solving interesting cases for Vercel customers.
- Troubleshooting customer issues alongside our engineering team.
- Working with other Vercel teams to provide advice and assistance, both internally and externally.
- Developing and improving internal tools alongside engineering.
- Specializing in a few product areas and owning that within the team.
- Improving existing, and identifying new, internal documentation, processes and policies.
- Assisting Customer Success Managers with Enterprise requests.
About You:
- You lead by example and provide feedback to mentor other members of the team.
- You have frontend development experience with Next.js.
- You understand modern web architecture, frontend frameworks like React, cloud technologies serverless computing, and DNS. You can explain this clearly to others.
- You enjoy engineering solutions to resolve root causes of recurring problems.
- You are experienced with incident management and procedural communication.
- You possess exceptional communication skills.
- You are comfortable working with a fully remote, globally distributed team.
- You have a passion to deliver a customer experience second to none.
- Availability to work within a weekend and on-call rota.
- 3+ years experience in a highly technical support role.