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Vapi is a Series A AI platform for building production-grade voice agents, trusted by 1M+ developers and powering 1B+ calls for companies like Amazon Ring, Intuit, and ServiceTitan. The platform provides telephony, real-time streaming, deterministic fallbacks, HIPAA/SOC2 compliance, and AI testing capabilities.
As a Customer Support Engineer, you will serve as the technical bridge between customers and core engineering, ensuring smooth deployment and operation of voice agents. You'll resolve technical issues across Slack, email, and Discord, working directly with engineers to deliver solutions.
Key responsibilities include:
- Master AI-native support: optimize sub-500ms latency budgets, tool-calling, and Vapi CLI debugging until voice agent troubleshooting becomes second nature
- Build relationships across L1/L2 support, Agent Strategists, and Forward Deployed Engineers to coordinate escalations effectively
- Own your support queue: run point on Severity-tagged tickets for paying enterprise accounts against real SLAs
- Make escalation judgment calls—distinguish between issues you can solve and those requiring Forward Deployed Engineers
- Drive automation: identify your most-repeated tickets and partner with FDE and Product to eliminate them for future customers
- Establish knowledge leadership: write debugging playbooks and guides that become reference material for the team
- Act as a feedback conduit: surface enterprise customer requirements that inform the product roadmap
This role combines hands-on technical support with strategic influence over product development. You'll work in a fast-growing startup environment with direct impact on how the platform evolves.
REQUIREMENTS:
- 4-5+ years in senior technical support, solutions engineering, or TAM-style roles, ideally supporting enterprise accounts against commercial SLAs
- Hands-on experience with prompt engineering, structured outputs, and voice latency optimization tradeoffs
- Proficiency with REST APIs, webhooks, and event-driven systems as daily tools
- Code capability in Python or JavaScript to debug customer middleware or prototype agents
- Familiarity with modern support tooling (Plain, Pylon, etc.)
- Voice/telephony experience (SIP, WebRTC, Twilio-style CPaaS) is a plus but not required; support instincts and AI-native appetite are prioritized
