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Jobs · Information Technology · California

Customer Support Engineer, Senior Manager

Vapi · San Francisco, CA · 2 wk ago
HybridInformation Technology$50/hrFull-time

Vapi Overview

Vapi is a platform for deploying voice agents that know your business. It has served over 1 billion calls to customers including Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and many others. Vapi has raised $72M in funding and recently closed a $50M Series B round.

Why We’re Hiring

This role is for a technical leader to build and manage a world-class L1 Support Engineering team dedicated to Vapi's Enterprise accounts. The role requires building relationships with the L2 Support team, enforcing SLAs, and scaling the L1 team to handle complex enterprise deployments.

What You’ll Do

  • Master the Vapi stack and audit the current ticket triage process for enterprise accounts.

  • Formally enforce Severity SLAs for paying enterprise customers and ensure timely resolution of P1 and P2 issues.

  • Work with Agent Strategists and Engineers to ensure proper tier enforcement and flag upsell opportunities.

  • Collaborate with Product to refine automated testing and evaluation suites.

  • Own the technical health of the enterprise base and scale the L1 team.

  • Oversee the publication of technical guides and debugging snippets for complex enterprise integrations.

  • Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements for continuous improvement.

Who You Are

  • Technically Lethal Leader: 5+ years in high-intensity technical support or solutions roles, with 2 years of experience managing technical teams.

  • Enterprise Experienced: Proven track record of managing support operations for enterprise accounts and strictly adhering to commercial SLAs.

  • AI-Native: Understanding of prompt engineering, structured outputs, and optimizing them for voice latency.

  • Code-Capable: Can jump into Python or JavaScript to help debug enterprise customer middleware or build reproductions.

  • Voice Fluent: Experience with SIP, WebRTC, or Twilio, understanding the plumbing of a phone call.

  • Relentlessly Autonomous: Writes playbooks to scale Vapi to its next 1,000 enterprise customers.

What We Offer

  • Competitive salary and excellent equity ownership.

  • Comprehensive health coverage, including medical, dental, and vision plans.

  • Team love: Hanging out and quarterly off-sites.

  • Unlimited PTO, encouraging ~20 days off annually to recharge.

  • Catered meals, commuter support, gym access, and a $10k annual L&D budget.

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