Customer Support Engineer, Senior Manager

Job description

Voice AI that resolves, not transfers. Most phone systems trap callers in menus and scripts. Vapi is the platform for deploying voice agents that know your business and can listen, adapt, and resolve in minutes. - The numbers: 1 billion calls. 1 million developers. 10x enterprise ARR growth - The customers: Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to the Fortune 500 - The news: a $50M Series B led by Peak XV Partners, with Bessemer Venture Partners, Kleiner Perkins, M12 (Microsoft's Venture Fund), Y Combinator, and our earlier backers. Total raised: $72M Why We’re Hiring This Role: - 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) What You’ll Do: 30 Day: - 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. 60 Day: - 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 90 Day: - 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 Who You Are: - 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 Why Vapi: - 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 What We Offer: - 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