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Enterprise Customer Support Engineer
Job in
San Francisco, San Francisco County, California, 94199, USA
Listed on 2026-02-28
Listing for:
Vapi
Full Time
position Listed on 2026-02-28
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
- We’re creating the shift to voice as humanity’s default interface.
- We’re the most configurable platform for deploying voice agents.
- We’re grown to 400,000 developers in 20 months, adding 2,000+ every day.
- Try talking to Vapi now!
- We’re creating the shift to voice as humanity’s default interface.
- We’re the most configurable platform for deploying voice agents.
- We’re grown to 400,000 developers in 20 months, adding 2,000+ every day.
- Try talking to Vapi now!
- As enterprise adoption grows, we need fast, technically credible frontline support to protect uptime and customer trust.
- Enterprise customers are deploying complex voice AI systems in production environments where speed and precision matter.
- This role ensures issues are triaged, resolved, or escalated cleanly within SLA while strengthening our support infrastructure over time.
- 30 Day:
- Learn Vapi’s API surface area, common integration patterns, and production deployment workflows.
- Shadow ticket triage and begin resolving straightforward L1 issues independently.
- Understand tiering framework (P0, P1, P2) and SLA expectations.
- Familiarize yourself with documentation gaps and internal runbooks.
- 60 Day:
- Own front-line enterprise ticket triage with a focus on resolving most tickets within 30 minutes.
- Apply severity-based prioritization and escalate cleanly when required with full reproduction context.
- Partner with Deployment Strategists to identify recurring issues and customer health risks.
- Begin contributing to internal knowledge base and runbooks.
- 90 Day:
- Achieve strong L1 resolution rate (70%+) with consistent SLA adherence.
- Actively improve support workflows, automation triggers, and routing logic.
- Contribute to SLA automation initiatives (Tasker, Slack bots, routing improvements).
- Strengthen documentation to reduce repeat issues and increase team velocity.
- 4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company.
- Strong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging.
- Comfortable reading API error responses, tracing webhook flows, and diagnosing issues without writing production code.
- Experience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management.
- Clear communicator who can explain technical root causes to customers without unnecessary jargon.
- Highly organized with strong documentation habits and thorough ticket hygiene.
- Comfortable in fast-paced environments where enterprise production systems are at stake.
- Bonus:
Experience with voice/telephony systems (SIP, WebRTC, Twilio, Vonage), AI agents, LLMs, or basic scripting for debugging.
- Generational impact:
Build human interface for every business. - Ownership culture: 90% of company is previous founders.
- Kind team:
The founders Jordan and Nikhil are Canadians. - Tier-1 Investors: YC, KP seed, Bessemer series
A.
What We Offer
- Real stake:
We offer competitive salary and excellent equity ownership. - Comprehensive health coverage: medical, dental, and vision plans.
- Team love:
We love hanging out and do quarterly offsites. - Flexible time off: take what you need.
- More: catered meals and transportation, gym & coaching stipends!
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