Customer Support Engineer, Senior Manager

Location

San Francisco

Full time

Hybrid

Engineering, Product & Design, Customer Support

Vapi (/ˈVɑːpi/):

• We’re creating the shift to voice as humanity’s default interface
• We’re the most configurable platform for deploying voice agents
• We’ve grown to over 700k developers in two years, adding 2,000+ every day
• Try talking to Vapi now!

• As Vapi scales its enterprise footprint, we need a technical leader to build and manage a world-class L1 Support Engineering team dedicated strictly to our Enterprise accounts.
• This isn’t a traditional "customer service" management role - it is engineering-led leadership
  . You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments.
• Your team's efficiency in resolving technical friction for enterprise users during the stabilization phase will act as the primary engine protecting Net Revenue Retention (NDR).
• You will serve as the strategic bridge between our enterprise base and L2 support team within core engineering, ensuring that high-value support feedback loops and API gaps directly shape our 2026 product roadmap.
• You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently based on their specific account tiers (Strategic, Managed, Low Touch)

• Master the Stack: Deep-dive into the Vapi stack, mastering nuances of sub-500ms latency, tool-calling, and the Vapi CLI.
• Audit Enterprise Operations: Audit the current ticket triage process specifically for enterprise accounts utilizing complex SIP integrations, WebRTC, and custom LLM configurations.
• Partner with Engineering: Build a relationship with the L2 Support team (sitting in Engineering) to ensure a seamless escalation path for our highest-value customers.

• Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers, ensuring P1 blockers receive a 4-hour first touch and P2 issues receive an 8-hour first touch.
• Tier Enforcement: Work with Agent Strategists and Agent Engineers to ensure L1 CSEs are not becoming "ad-hoc FDEs" for lower-tier enterprise accounts, and correctly identify when support requests should be flagged as upsell opportunities.
• Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features

• Team Growth: Own the technical health of the enterprise base and scale the L1 team to handle the increasing volume of complex enterprise deployments.
• Knowledge Leadership: Oversee the publication of "God-tier" technical guides and debugging snippets tailored to complex enterprise integrations.
• Strategic Feedback: Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements to continuously improve the platform

• Technically Lethal Leader: 5+ years in high-intensity technical support or solutions roles, with at least 2 years of experience managing technical teams. You are fluent in REST APIs, webhooks, and event-driven systems.
• Enterprise Experienced: You have a proven track record of managing support operations for enterprise accounts and strictly adhering to commercial SLAs.
• AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency.
• Code-Capable: You can still jump into Python or JavaScript to help your team debug an enterprise customer’s middleware or build a reproduction agent.
• Voice Fluent: Experience with SIP, WebRTC, or Twilio is highly preferred—you understand the "plumbing" of a phone call.
• Relentlessly Autonomous: You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers

• Generational impact
  :
  Build the human interface for every business
• Ownership culture
  : 70% of the company are previous founders
• Kind team
  :
  The founders, Jordan and Nikhil, are Canadians
• Tier-1 Investors
  : YC, KP seed, Bessemer Series A

• Real stake
  :
  We offer a competitive salary and excellent equity ownership
• Comprehensive health coverage
  : medical, dental, and vision plans
• Team love
  :
  We love hanging out, and we do quarterly off-sites
• Unlimited PTO
  , with a culture that encourages ~20 days off annually to recharge
• More
  : catered meals, commuter support, gym, and a $10k annual L&D budget