Customer Success Engineer

February 17

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Vercel

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The platform for frontend developers. Creators and maintainers of Next.js.

Next.js • Removing frontend friction • Global deployment • Developer Velocity • Open Source

201 - 500

💰 $150M Series D on 2021-11

Description

• Reporting to the Senior Manager, Customer Success Engineering • Responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform • Be an excellent communicator who's able to earn our customers' trust and understand technical problems quickly • Background in web development and a passion for digging deep to find and resolve root causes • Comfortable with weekend on-call work based on a rota system • Help establish reputation as a company exceptional at helping customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience • Solving interesting cases for Vercel customers • Troubleshooting customer issues alongside our engineering team • Working with other Vercel teams to provide advice and assistance, both internally and externally • Developing and improving internal tools alongside engineering • Specializing in a few product areas and owning that within the team • Improving existing, and identifying new, internal documentation, processes and policies • Assisting Customer Success Managers with Enterprise requests

Requirements

• Understand modern web architecture, frontend frameworks like Next.js and React, cloud technologies, serverless computing and DNS • Comprehend how metered usage and subscriptions work in a complex SaaS product • Enjoy engineering solutions to resolve root causes of recurring problems • Experienced with incident management and procedural communication • Possess exceptional communication skills • Have an inquisitive mind and lead by example • Comfortable working with a fully remote, globally distributed team • Have a passion to deliver a customer experience second to none • Availability to work within a weekend on-call rota • Bonus: Prefer to work a Saturday to Wednesday or Wednesday to Sunday schedule • Bonus: Have experience with CDNs and a good understanding of caching techniques • Bonus: Work with monorepos and/or custom, complex CI/CD pipelines

Benefits

• 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 • Vercel is committed to fostering and empowering an inclusive community within our organization