Vercel · 2 hours ago
Director, Customer Support Engineering
United States
Full-time
Remote
Director/Executive
$184K/yr - $276K/yr
5+ years exp
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Responsibilities
Assuming responsibility for all support delivered within the Americas region.
Devising and executing both regional and department level strategy.
Defining requirements for department training that deliver continuous improvement.
Ensuring the delivery of an exceptional customer experience at scale.
Setting the appropriate SLOs for your teams to ensure department goals are met.
Working with the Product organization to provide feedback and implement solutions.
Engaging stakeholders at all levels of the business to drive cross-functional improvements.
Handling executive escalations that arrive ad-hoc through various channels.
Identifying and implementing tooling to improve the efficiency and quality of work completed.
Driving a culture of engineering solutions to prevent repetitive actions being taken.
Recruiting exceptional people that understand and are driven greatly by Vercel’s mission.
Recognizing trends, issue patterns, and proactively taking action to prevent further impact.
Leading by example with your attitude, urgency, and ability to execute at all times.
Qualification
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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 within a globally distributed, technical support department.
Experience setting and managing targets and growth plans for multiple teams.
Experience driving efficiencies and building teams that don’t scale linearly with case volume.
Experience analyzing large scale datasets to identify areas of success and difficulty.
Desire to work cross-functionally, engaging closely with Product as primary stakeholders.
Desire to mentor direct reports and help them succeed in their growth.
Desire to empower your teams, helping them to prioritize, and identifying bottlenecks.
Desire to innovate, take risks, and level up the support provided to an exceptional standard.
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 as a member of the leadership team.
Confident making decisions that scale well over the long-term.
Ability to identify upstream concerns, represent the customer impact, and drive change.
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.
5+ years experience in a highly technical support leadership role.
Preferred
Are experienced in frontend development using React and Next.js.
Are experienced with AI solutions for support teams.
Have had exposure to working with Salesforce to deliver support.
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's frontend cloud gives developers frameworks, workflows, and infrastructure to build a faster, more personalized web.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$563MKey Investors
AccelNotable CapitalBedrock
2024-05-16Series E· $250M
2021-11-23Series D· $150M
2021-06-23Series C· $102M
Leadership Team
Guillermo Rauch
CEO & Founder
Malte Ubl
CTO
Recent News
2024-11-06
2024-06-04
2024-05-27
Company data provided by crunchbase
