Feeny
Vapi

Customer Support Engineer, Senior Manager at Vapi (San Francisco, CA)

Vapi· San Francisco, CA·

Role details

Work type
Hybrid
Employment
Full-Time

Job description

Vapi (/ˈVɑːpi/):

  • Voice AI that resolves, not transfers
  • Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life
  • Trusted by 1 million developers building the future of voice agents
  • Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, and more with $72M raised
  • Try talking to Vapi now! vapi.ai

Why We’re Hiring This Role:

  • Reporting to the Head of Customer Engagement, we need a technical leader to build and manage a world-class Support Engineering team that spans from SMB ISVs to large Enterprises.
  • 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 customers will act as a primary engine protecting Net Revenue Retention.
  • You will serve as the strategic bridge between our enterprise base and L2 support team to ensure feedback loops that directly shape our product roadmap with core engineering.
  • You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently while identifying patterns and opportunities for product, documentation and customer-facing tools that solve common pain points.

What You’ll Do:

30 Day:

  • 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.
  • Build trust with the team: Connect with our L1 enterprise support and L2 Support team to find gaps, optimizations, and improve escalation paths.

60 Day:

  • Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers.
  • Tier Enforcement: Work with Agent Strategists and FDE to ensure L1 CSEs are not becoming "ad-hoc FDEs" and correctly identify when support requests should be flagged as more complex engagements.
  • Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features.

90 Day:

  • 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.

Who You Are:

  • Technically Lethal Leader: 5+ years in 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 adhering to commercial SLAs.
  • On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs.
  • AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency. Further, you have built out custom agents/skills to make Support Engineers more effective and are familiar with new Support technologies like Plain, Pylon, etc.
  • Code-Capable: You can still jump into Python or JavaScript to help your team debug a customer’s middleware or build a production agent.
  • Voice Fluent: Experience with SIP, WebRTC, or Twilio is 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.

Why work at Vapi

  • High-Impact, Fast-Growing: Vapi is at the center of the booming voice AI space, processing billions of calls and serving iconic companies like Amazon. Employees have a direct impact on a platform that is reshaping customer service.
  • Engineering Culture: The company is API-first and developer-centric, founded by engineers from the University of Waterloo and Y Combinator.
  • Remote/Hybrid Policy: The company appears to have a hybrid model, with roles listed in New York City (NYC) and likely San Francisco, but also offers a degree of flexibility.
  • Notable Perks/Culture: The company is still in a high-growth phase (around 100 employees), offering the opportunity to work on cutting-edge AI infrastructure with a strong focus on engineering excellence and deployment support. The team includes a "Forward Deployed" engineer role, indicating a culture of deep customer partnership.

Application questions