Senior Customer Success Engineer, East Coast

About Vercel:

Vercel's Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Vercel enables customers like Under Armour, Nintendo, The Washington Post, Porsche, and Zapier to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

About the Role:

Vercel is looking for a Senior Customer Success Engineer to assist our customers with technical problems and questions when using Vercel products and services! Reporting to the Customer Success Engineering Manager your 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 will earn our customers' trust and understand technical problems quickly. You will 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 You Will Do:

• Solving interesting cases for Vercel customers.
• Troubleshooting customer issues alongside our engineering team.
• Working with other Vercel teams to provide advice and assistance, both internally and externally.
• Developing and improving internal tools alongside engineering.
• 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 provide feedback to mentor other members of the team.
• You have frontend development experience with Next.js.
• You understand modern web architecture, frontend frameworks like React, cloud technologies serverless computing, and DNS. You can explain this clearly to others.
• You enjoy engineering solutions to resolve root causes of recurring problems.
• You are experienced with incident management and procedural communication.
• You are comfortable working with a fully remote, globally distributed team.
• You have a passion to deliver a customer experience second to none.
• Availability to work within a weekend and on-call rota.
• 3+ years experience in a technical support role.

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.

Benefits:

• 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.

The San Francisco,CA base pay range for this role is $110,000 - $151,500. This salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be adjusted based on employee location. The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.

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.