Customer Support Engineer
Vapi is a developer platform for building, deploying, and improving voice AI agents.
San Francisco, United States
Funding history
About Vapi
Vapi provides voice-agent infrastructure and orchestration across transcription, language models, and text-to-speech, including telephony, real-time monitoring, scaling, and conversation-flow tooling.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will resolve technical support tickets across Slack, email, and Discord and help enterprise customers deploy voice agents without friction. You will manage severity-tagged tickets against SLAs, debug integrations, coordinate appropriate escalations, contribute automation, write debugging guides, and surface customer requirements to engineering.
Requirements
- 4–5+ years in senior technical support, solutions engineering, or a TAM-style role
- Experience supporting enterprise accounts against commercial SLAs
- Prompt engineering and structured outputs knowledge
- Knowledge of REST APIs, webhooks, and event-driven systems
- Python or JavaScript debugging ability
- Experience with modern support tooling such as Plain or Pylon
- SIP, WebRTC, or Twilio-style CPaaS experience is preferred
Responsibilities
- Resolve customer support tickets across Slack, email, and Discord
- Manage severity-tagged enterprise support tickets against SLAs
- Debug voice-agent issues involving latency, tool calling, and the Vapi CLI
- Coordinate escalations with support, Agent Strategists, Forward Deployed Engineers, and product teams
- Automate recurring support solutions
- Write enterprise integration debugging playbooks
- Surface customer requirements for the product roadmap
Benefits
- Equity ownership
- Medical, dental, and vision coverage
- Flexible time off
- Catered lunches and dinners on in-office days
- Monthly lifestyle and wellness stipends
- Annual learning stipends
- Regular offsites and team events