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Vercel is the agentic infrastructure company building the platform for the next generation of software. As the team behind Next.js, v0, and AI SDK, Vercel helps developers move from idea to production with speed and exceptional developer experience.
Reporting to the Manager of Customer Support Engineering, you will resolve technically complex customer issues, create and improve internal tooling, and engineer solutions that help Vercel customers maximize platform value. You'll specialize in core product domains (particularly v0) while partnering across Product, Engineering, and Customer Success teams.
Key responsibilities include:
- Solving technically complex cases for Vercel customers, troubleshooting alongside the Engineering team to identify and drive fixes
- Developing and improving internal tools and scripts to increase team efficiency
- Specializing in a given product area and acting as a domain owner within the team
- Improving documentation and creating runbooks, guides, and internal processes
- Assisting Customer Success Managers with Enterprise requests and escalations
- Participating in a global on-call rotation (scheduled in advance)
You are a deeply technical engineer with prior customer support experience who excels at understanding complex systems quickly and finding root causes. You have hands-on experience with Vercel and v0, modern development experience in AI or web spaces (LLM-powered apps, web services, production applications), and strong written and verbal communication skills. You lead by example, mentor team members, and are passionate about delivering exceptional customer experience.
Bonus qualifications include frontend development experience (React/Next.js), technical writing for developer education, and experience automating workflows with agentic services.
The role is based in the UK or Germany with flexibility: if within commuting distance of SF, NY, London, or Berlin offices, anchor days are Monday, Tuesday, and Friday in-office. Otherwise, fully remote.
