Principal Customer Support Engineer

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What Vercel is looking for in applicants

About Vercel:

At Vercel, we are building an open-source developer tools platform that enables developers to build and iterate on the web without sinking time and money into DevOps. We are a remote-first and globally distributed team, and we want to shape the future of the web by making cloud computing accessible to everyone. Our philosophy is based on the principles of learning, collaboration, transparency, experimentation, and passion.

  • We are goal-driven and dedicated
  • We use our own tools every day
  • We thrive together with our community
  • We are customer-obsessed
  • We believe in people's ability to grow


About the Role:

Vercel is looking for a Principal Customer Support Engineer to assist our customers with technical problems and questions when using Vercel products and services. Principal Customer Support Engineer 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 evening, 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:

  • Handling cases for all Vercel customers.
  • Handling customer issues outside of regular case channels.
  • Working with the community and other members of the team to provide advice and assistance both internally and externally.
  • Developing and improving internal tools alongside engineering.
  • Identifying and completing engineering work on a regular basis.
  • 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 develop other members of the team.
  • You understand modern web architecture, frontend development libraries such as React and Next.js, cloud technologies and serverless computing.
  • You engineer solutions for problems to resolve root causes.
  • You have developed and performed incident management and procedural communication.
  • You possess exceptional communication skills.
  • You enjoy working with a fully remote, globally distributed team.
  • You passionately deliver, and encourage others to deliver, a second-to-none customer experience.
  • You are obsessed with driving operational excellence.
  • Availability to work within a weekend and on-call rota.
  • 5+ years experience in a highly technical support role.
  • We are currently not hiring in the State of CO.


Bonus if You:

  • Have experience supporting backend runtime environments, especially Node.js.
  • Have experience with CDNs and a good understanding of caching techniques.
  • Work with monorepos and/or custom, complex CI/CD pipelines.
  • Thoroughly understand DNS and can explain this clearly to others.
  • Are open to a higher-compensated Saturday-Tuesday schedule.
  • Are fluent in another language.


Benefits & Perks:

  • Competitive compensation and stock options.
  • Inclusive Healthcare Package (US only).
  • Flexible working style - 100% remote, with teammates located throughout the globe.
  • Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
  • Unlimited PTO - 4 weeks recommended per year. Take time when you need it.
  • We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed


Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

Want some tips on how to get an interview at Vercel?

What is Vercel looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Principal Customer Support Engineer like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Principal Customer Support Engineer ?
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