Customer Support Engineer, Senior Manager

Details

• The numbers: 1 billion calls. 1 million developers. 10x enterprise ARR growth
• The customers: Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to the Fortune 500
• The news: a $50M Series B led by Peak XV Partners, with Bessemer Venture Partners, Kleiner Perkins, M12 (Microsoft's Venture Fund), Y Combinator, and our earlier backers. Total raised: $72M
• As Vapi scales its enterprise footprint, we need a technical leader to build and manage a world-class L1 Support Engineering team dedicated strictly to our Enterprise accounts.
• 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 users during the stabilization phase will act as the primary engine protecting Net Revenue Retention (NDR).
• You will serve as the strategic bridge between our enterprise base and L2 support team within core engineering, ensuring that high-value support feedback loops and API gaps directly shape our 2026 product roadmap.
• You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently based on their specific account tiers (Strategic, Managed, Low Touch)
• 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.
• Partner with Engineering: Build a relationship with the L2 Support team (sitting in Engineering) to ensure a seamless escalation path for our highest-value customers.
• Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers, ensuring P1 blockers receive a 4-hour first touch and P2 issues receive an 8-hour first touch.
• Tier Enforcement: Work with Agent Strategists and Agent Engineers to ensure L1 CSEs are not becoming "ad-hoc FDEs" for lower-tier enterprise accounts, and correctly identify when support requests should be flagged as upsell opportunities.
• Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features
• 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
• Technically Lethal Leader: 5+ years in high-intensity 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 strictly adhering to commercial SLAs.
• AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency.
• Code-Capable: You can still jump into Python or JavaScript to help your team debug an enterprise customer’s middleware or build a reproduction agent.
• Voice Fluent: Experience with SIP, WebRTC, or Twilio is highly 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
• Generational impact: Build the human interface for every business
• Ownership culture: 70% of the company are previous founders
• Kind team: The founders, Jordan and Nikhil, are Canadians
• Tier-1 Investors: YC, KP seed, Bessemer Series A
• Real stake: We offer a competitive salary and excellent equity ownership
• Comprehensive health coverage: medical, dental, and vision plans
• Team love: We love hanging out, and we do quarterly off-sites
• Unlimited PTO, with a culture that encourages ~20 days off annually to recharge
• More: catered meals, commuter support, gym, and a $10k annual L&D budget