Vercel · 1 day ago
Manager, Customer Support Engineering
United States
Full-time
Remote
Senior Level
$166K/yr - $207K/yr
5+ years expVercel is a company that provides developers with tools and cloud infrastructure to enhance web performance. The role involves leading the Customer Support Engineering team, focusing on delivering exceptional customer experiences while improving team efficiency and performance.
Artificial Intelligence (AI)Cloud InfrastructureDeveloper PlatformSoftwareWeb Development
Responsibilities
Ensuring the delivery of an exceptional customer experience at scale
Setting measurable goals to evaluate and consistently improve CSE team performance
Working towards the achievement of clearly stated annual targets
Handling escalated cases that arrive ad-hoc through various channels
Working with the Product organization to provide feedback and implement solutions
Engaging stakeholders at all levels of the business to drive cross-functional improvements
Helping CSE's with day to day performance, career planning, and growth
Identifying opportunities for tooling to improve efficiency and quality of work
Overseeing the communication of incidents to customers
Leading by example and periodically demonstrating CSE best practices in the role
Recruiting exceptional people that understand and are driven greatly by Vercel's mission
Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers
Qualification
Required
Experience balancing the velocity of work with the quality of customer outcomes
Experience operating as a technical leader who resolves concerns for developers
Experience working with a globally distributed, technical support team
Experience setting and managing KPI's and growth plans for team members
Experience driving efficiencies and building teams that don't scale linearly with case volume
Desire to work cross-functionally, engaging closely with Product
Desire to mentor direct reports and help them succeed in their growth
Desire to empower your team, unblocking and helping them to prioritize
Confident dealing with a fast-paced platform with regular changes
Confident in being assertive to ensure the right outcomes are achieved for customers
Confident taking ownership of important decisions in the absence of leadership
Confident making decisions that make long-term sense
Ability to identify upstream concerns and represent the customer impact
Ability to work autonomously with a reliance on asynchronous communication
Ability to calmly handle pressurized situations at all times
Technical knowledge within modern application development and deployment
Reside in the Pacific Time Zone
5+ years experience in a highly technical customer-facing or technical management role
Preferred
Are experienced in frontend development using React and Next.js
Are experienced with AI solutions for support teams
Have taken part in support tooling migrations or new instance setups
Have worked with a CDN on a regular basis
Understand, and can communicate, matters regarding DNS
Have created a custom CI/CD pipeline or CLI tool
Have experience working with Enterprise applications at global scale
Benefits
Great compensation package and stock options.
Inclusive Healthcare Package.
Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.
Remote Friendly - Work with teammates from different time zones across the globe.
We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.
Company
Vercel
Vercel is a developer platform that provides cloud infrastructure services for the web.
501-1000 employees
H1B Sponsorship
Vercel has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (5)
2022 (5)
Funding
Current Stage
Late StageTotal Funding
$863MKey Investors
AccelBedrockGoogle Ventures
2025-09-30Series F· $300M
2024-05-16Series E· $250M
2021-11-23Series D· $150M
Leadership Team
Guillermo Rauch
CEO
Malte Ubl
Chief Technology Officer
Recent News
2025-12-13
Company data provided by crunchbase