Customer Support Engineer

The shape of it

In the posting’s own words

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.

What it asks for · 7

• Frontend development experience, ideally with React and Next.js.
• A firm understanding of cloud technologies and serverless computing.
• A desire to engineer solutions for problems to resolve root causes.
• Exceptional communication skills, both written and oral.
• Comfortable working with a fully remote, globally distributed team.
• Availability to work within a weekend and on-call rota.
• A passion to deliver a customer experience second to none.

Also a plus

• Have experience working with backend development, especially Node.js.
• Are open to a higher-compensated Saturday-Tuesday schedule
• Have experience with CDNs and setting up cloud infrastructure.
• Work with monorepos or custom CI/CD pipelines.
• Understand DNS well and can explain this clearly to others.
• Are experienced with incident management and procedural communication.
• Use your experience to mentor other members of the team.

What the job covers

• Handle cases for all Vercel customers.
• Handle customer issues outside of regular case channels.
• Work with the community to provide advice and assistance.
• Develop and improve internal tools alongside engineering.
• Complete engineering work on a regular basis.
• Specialize in a specific product area and owning that within the team.
• Improve internal documentation, processes, and policies.
• Assist Customer Success Managers with Enterprise requests.

Tools and skills named

Words the posting leans on

• customer13×
• experience6×
• engineering4×
• handle3×
• status3×
• assist2×
• basis2×
• case2×
• cloud2×
• comfortable2×
• communication2×
• community2×
• customer experience2×
• customer support2×
• engineering solutions2×
• exceptional2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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