Senior Manager 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 build and manage a Support Engineering team serving enterprise customers. You will audit ticket triage, enforce severity SLAs, improve escalation paths, collaborate on support automation, oversee technical documentation, scale the L1 team, and relay enterprise technical needs to core engineering.
Requirements
- 5+ years in technical support or solutions roles
- At least 2 years managing technical teams
- REST APIs, webhooks, and event-driven systems knowledge
- Enterprise support operations and commercial SLA experience
- Incident response, escalation, postmortem, and root-cause-analysis experience
- Prompt engineering and structured outputs knowledge
- Experience building custom agents or skills
- Python or JavaScript ability
- SIP, WebRTC, or Twilio experience is preferred
Responsibilities
- Build and manage the Support Engineering team
- Audit enterprise ticket triage and escalation processes
- Enforce severity SLAs for enterprise customers
- Ensure complex requests are escalated appropriately
- Collaborate with product on automated testing and evaluation suites
- Scale the L1 support team
- Oversee technical guides and debugging documentation
- Surface enterprise requirements to core engineering