Manager, Customer Support Engineering Job at Vercel (San Francisco)

Manager, Customer Support Engineering

Vercel

Location:
United States , San Francisco

Category:
IT - Administration

Contract Type:
Not provided

Salary:

166000.00 - 207000.00 USD / Year

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Job Description:

We are seeking to hire an experienced Manager for our West Coast Customer Support Engineering (CSE) team who has a strong focus on both velocity and quality and a desire to deliver a customer experience beyond all expectations. This role inherits an existing team with a variety of experience levels with the opportunity to build out further to ensure an adequate level of coverage for our customers. You will join two other regional managers and find a set of well documented processes, policies, and expectations, although there is considerable scope and expectation to re-evaluate and simplify these, in the name of continually improving outcomes for customers alongside our efficiency.

Job Responsibility:

Ensuring the delivery of an exceptional customer experience at scale
Setting measurable goals to evaluate and consistently improve CSE team performance
Working towards the achievement of clearly stated annual targets
Handling escalated cases that arrive ad-hoc through various channels
Working with the Product organization to provide feedback and implement solutions
Engaging stakeholders at all levels of the business to drive cross-functional improvements
Helping CSE's with day to day performance, career planning, and growth
Identifying opportunities for tooling to improve efficiency and quality of work
Overseeing the communication of incidents to customers
Leading by example and periodically demonstrating CSE best practices in the role
Recruiting exceptional people that understand and are driven greatly by Vercel's mission
Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers

Requirements:

Experience balancing the velocity of work with the quality of customer outcomes
Experience operating as a technical leader who resolves concerns for developers
Experience working with a globally distributed, technical support team
Experience setting and managing KPI's and growth plans for team members
Experience driving efficiencies and building teams that don't scale linearly with case volume
Desire to work cross-functionally, engaging closely with Product
Desire to mentor direct reports and help them succeed in their growth
Desire to empower your team, unblocking and helping them to prioritize
Confident dealing with a fast-paced platform with regular changes
Confident in being assertive to ensure the right outcomes are achieved for customers
Confident taking ownership of important decisions in the absence of leadership
Confident making decisions that make long-term sense
Ability to identify upstream concerns and represent the customer impact
Ability to work autonomously with a reliance on asynchronous communication
Ability to calmly handle pressurized situations at all times
Technical knowledge within modern application development and deployment
Reside in the Pacific Time Zone
5+ years experience in a highly technical customer-facing or technical management role

Nice to have:

Are experienced in frontend development using React and Next.js
Are experienced with AI solutions for support teams
Have taken part in support tooling migrations or new instance setups
Have worked with a CDN on a regular basis
Understand, and can communicate, matters regarding DNS
Have created a custom CI/CD pipeline or CLI tool
Have experience working with Enterprise applications at global scale

What we offer:

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

Additional Information:

Job Posted:
January 03, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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