Vapi · 1 day ago
Enterprise Customer Support Engineer
San Francisco
Full-time
Onsite
Mid Level
$140K/yr - $170K/yr
4+ years expVAPI is creating the shift to voice as humanity’s default interface and is seeking an Enterprise Customer Support Engineer to provide technical support for enterprise customers deploying complex voice AI systems. The role focuses on ensuring timely resolution of issues while enhancing the support infrastructure.
Artificial Intelligence (AI)SoftwareDeveloper PlatformMachine Learning
Responsibilities
Learn Vapi’s API surface area, common integration patterns, and production deployment workflows
Shadow ticket triage and begin resolving straightforward L1 issues independently
Understand tiering framework (P0, P1, P2) and SLA expectations
Familiarize yourself with documentation gaps and internal runbooks
Own front-line enterprise ticket triage with a focus on resolving most tickets within 30 minutes
Apply severity-based prioritization and escalate cleanly when required with full reproduction context
Partner with Deployment Strategists to identify recurring issues and customer health risks
Begin contributing to internal knowledge base and runbooks
Achieve strong L1 resolution rate (70%+) with consistent SLA adherence
Actively improve support workflows, automation triggers, and routing logic
Contribute to SLA automation initiatives (Tasker, Slack bots, routing improvements)
Strengthen documentation to reduce repeat issues and increase team velocity
Qualification
Required
4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company
Strong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging
Comfortable reading API error responses, tracing webhook flows, and diagnosing issues without writing production code
Experience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management
Clear communicator who can explain technical root causes to customers without unnecessary jargon
Highly organized with strong documentation habits and thorough ticket hygiene
Comfortable in fast-paced environments where enterprise production systems are at stake
Preferred
Experience with voice/telephony systems (SIP, WebRTC, Twilio, Vonage), AI agents, LLMs, or basic scripting for debugging
Benefits
Comprehensive health coverage: medical, dental, and vision plans.
Flexible time off: take what you need.
Catered meals and transportation, gym & coaching stipends!
Company
Vapi
Vapi is a voice AI platform that allows developers to build, test and deploy voice agents for phone calls and customer support.
51-200 employees
H1B Sponsorship
Vapi 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 (9)
Funding
Current Stage
Growth StageTotal Funding
$20.12MKey Investors
Bessemer Venture PartnersY Combinator
2024-12-11Series A· $20M
2021-03-23Pre Seed· $0.12M
Recent News
2025-12-02
Crowdfund Insider
2025-10-11
CB Insights
2025-08-01
Company data provided by crunchbase