Customer Support Engineer

About the Role

The role is a bridge between our customers and core engineering by ensuring that customers are able to deploy assistants quickly and without friction. This role will require you to solve technical issues that arise during any phase of the customer journey and act as a champion of Vapi within the organization to identify what other use cases we can solve.

You will be responsible for resolving customer support tickets across Slack, email, and Discord. Work hand-in-hand with the engineers involved in the project to ensure their technical asks are delivered.

What You’ll Do

• Master AI-native support: optimize sub-500ms latency budgets, tool-calling, and the Vapi CLI until debugging a voice agent feels second-nature.

• Map the terrain: build relationships with L1/L2 support, Agent Strategists, and Forward Deployed Engineers so you know exactly who to pull in and when.

• Own Your Queue: Run point on Severity-tagged tickets for paying enterprise accounts, solo, against real SLAs.

• Escalation Judgment: Draw the line between "I can fix this myself" and "this needs an FDE", instead of quietly absorbing engineering-level work.

• Automation Contributions: Take your most-repeated ticket and kill it for good - partner with FDE and Product so the next 50 customers never hit it.

• Knowledge Leadership: Write the guide you wished existed on day one - a debugging playbook for the enterprise integration everyone's still a little afraid to touch.

• Feedback Contributor: Become the wire between enterprise customers and core engineering - the requirements you surface get built into the roadmap, not filed away.

Who You Are

• High-Ownership Support Veteran: 4-5+ years in a senior technical support, solutions engineering, or TAM-style role, ideally supporting enterprise accounts against real commercial SLAs. You don't wait to be told what to own.

• Drawn to AI-Native, Not Just Curious: You want hands-on reps with prompt engineering, structured outputs, and the tradeoffs of optimizing for voice latency - these sound like the interesting problems to you, not the intimidating ones. You're comfortable with modern support tooling like Plain, Pylon, etc.

• API-Fluent: REST APIs, webhooks, and event-driven systems are your daily tools already, not a skill you dust off for the occasional integration ticket.

• Code-Capable: You can drop into Python or JavaScript to debug a customer's middleware or stand up a quick agent yourself, even if you're not a full-time engineer.

• Voice/Telephony a Plus, Not a Gate: Experience with SIP, WebRTC, or Twilio-style CPaaS platforms is a real asset here, but we care more about your support instincts and appetite for AI-native work than a specific stack on your resume.