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Manager, Customer Support Engineering

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Vercel

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Location:
United States , San Francisco

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

166000.00 - 207000.00 USD / Year
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Job Description:

We are seeking to hire an experienced Manager for our West Coast Customer Support Engineering (CSE) team who has a strong focus on both velocity and quality and a desire to deliver a customer experience beyond all expectations. This role inherits an existing team with a variety of experience levels with the opportunity to build out further to ensure an adequate level of coverage for our customers. You will join two other regional managers and find a set of well documented processes, policies, and expectations, although there is considerable scope and expectation to re-evaluate and simplify these, in the name of continually improving outcomes for customers alongside our efficiency.

Job Responsibility:

  • Ensuring the delivery of an exceptional customer experience at scale
  • Setting measurable goals to evaluate and consistently improve CSE team performance
  • Working towards the achievement of clearly stated annual targets
  • Handling escalated cases that arrive ad-hoc through various channels
  • Working with the Product organization to provide feedback and implement solutions
  • Engaging stakeholders at all levels of the business to drive cross-functional improvements
  • Helping CSE's with day to day performance, career planning, and growth
  • Identifying opportunities for tooling to improve efficiency and quality of work
  • Overseeing the communication of incidents to customers
  • Leading by example and periodically demonstrating CSE best practices in the role
  • Recruiting exceptional people that understand and are driven greatly by Vercel's mission
  • Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers

Requirements:

  • 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 with a globally distributed, technical support team
  • Experience setting and managing KPI's and growth plans for team members
  • Experience driving efficiencies and building teams that don't scale linearly with case volume
  • Desire to work cross-functionally, engaging closely with Product
  • Desire to mentor direct reports and help them succeed in their growth
  • Desire to empower your team, unblocking and helping them to prioritize
  • 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 in the absence of leadership
  • Confident making decisions that make long-term sense
  • Ability to identify upstream concerns and represent the customer impact
  • 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
  • Reside in the Pacific Time Zone
  • 5+ years experience in a highly technical customer-facing or technical management role

Nice to have:

  • Are experienced in frontend development using React and Next.js
  • Are experienced with AI solutions for support teams
  • Have taken part in support tooling migrations or new instance setups
  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
January 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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