About this Customer Support Engineer, Senior Manager role at Vapi
Vapi (/ˈVɑːpi/):
Voice AI that resolves, not transfers
Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life
Trusted by 1 million developers building the future of voice agents
Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, and more with $72M raised
Why We’re Hiring This Role:
Reporting to the Head of Customer Engagement, we need a technical leader to build and manage a world-class Support Engineering team that spans from SMB ISVs to large Enterprises.
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 customers will act as a primary engine protecting Net Revenue Retention.
You will serve as the strategic bridge between our enterprise base and L2 support team to ensure feedback loops that directly shape our product roadmap with core engineering.
You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently while identifying patterns and opportunities for product, documentation and customer-facing tools that solve common pain points.
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.
Build trust with the team: Connect with our L1 enterprise support and L2 Support team to find gaps, optimizations, and improve escalation paths.
60 Day:
Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers.
Tier Enforcement: Work with Agent Strategists and FDE to ensure L1 CSEs are not becoming "ad-hoc FDEs" and correctly identify when support requests should be flagged as more complex engagements.
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 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 adhering to commercial SLAs.
On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs.
AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency. Further, you have built out custom agents/skills to make Support Engineers more effective and are familiar with new Support technologies like Plain, Pylon, etc.
Code-Capable: You can still jump into Python or JavaScript to help your team debug a customer’s middleware or build a production agent.
Voice Fluent: Experience with SIP, WebRTC, or Twilio is 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.
