--- title: 'Customer Support Engineer, Senior Manager at Vapi' canonical: 'https://feeny.ai/job/customer-support-engineer-senior-manager-vapi-san-francisco-9d5dh99jse56' type: 'job' last_seen: '2026-09-05' --- # Customer Support Engineer, Senior Manager at Vapi - **Company:** Vapi - **Location:** San Francisco, CA - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-04-24 - **Last confirmed live:** 2026-09-05 - **Apply:** https://jobs.ashbyhq.com/vapi/189dd65d-ec0b-4e66-844c-f18a68047f49 ## 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! https://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. ## About Vapi ## Company Overview - **One-liner**: Vapi is a developer platform for building, deploying, and managing enterprise-grade voice AI agents. - **Entity Type**: Private (Series B, $72M total funding) - **Headquarters**: San Francisco, California, USA - **Founded**: 2023 - **Founders**: Jordan Dearsley and Nikhil Gupta ## Core Business - **Primary industry**: Voice AI Infrastructure / Developer Tools - **Target customers**: B2B, primarily Large Enterprises (e.g., Amazon Ring, Intuit, New York Life) and a self-serve developer platform for SMBs. - **Mission or purpose**: To provide the infrastructure and orchestration layer for companies to build and deploy voice agents that deliver high-quality outcomes at scale. ## Products & Services - **[Vapi Platform]**: An API-first platform that provides the core infrastructure for building, testing, and deploying voice AI agents. It handles speech-to-text, AI orchestration, and text-to-speech, with sub-500ms latency. It supports two main primitives: - **Assistants**: Single-agent setups for specific tasks like customer support, lead qualification, and booking. - **Squads**: Multi-agent orchestration for complex workflows with context-preserving transfers (e.g., medical triage, e-commerce routing). - **[Vapi CLI]**: A command-line tool that brings the full power of the Vapi platform to a developer's terminal for rapid iteration and deployment. ## Market Standing - **Valuation**: ~$500 million (post-money, as of May 2026) - **Key Metric**: Annual recurring revenue (ARR) is in the "healthy" eight figures. Total funding is $72 million. - **Notable Investors/Partners**: - **Lead Series B**: Peak XV Partners - **Other Investors**: Microsoft's M12, Kleiner Perkins, Bessemer Venture Partners - **Key Customer**: Amazon Ring, which routes 100% of its inbound calls through Vapi after evaluating over 40 competitors. - **Other Enterprise Customers**: Kavak, Instawork, New York Life, UnityAI, Cherry, Intuit. - **Growth Signals**: - Handled over **1 billion** calls since launch, processing between **1 million and 5 million calls per day**. - Over **1 million developers** have used the self-serve platform. - More than **750,000 agents** have been launched on the platform. - Won Amazon Ring, a high-profile enterprise customer, in late 2024. - Active job postings are growing (+20.8% quarterly). ## Competitive Advantages - **Enterprise-Grade Infrastructure**: Offers sub-500ms latency, built-in AI guardrails, SOC 2, HIPAA, and PCI compliance, single sign-on (SSO), OAuth2, and role-based access control (RBAC). - **Developer-First, Then Enterprise**: The platform was battle-tested at significant scale through its self-serve developer community before signing major enterprise clients, giving it a robustness that competitors lack. - **Granular Control**: Provides enterprises with deep control over the behavior, reliability, and compliance of their AI agents, which was a key factor in winning Amazon Ring's business. - **Scalability**: Proven to handle massive volume (billions of calls) with a 99.9% uptime SLA for enterprise clients. ## Strategic Focus - **Hiring for Scale**: The company is actively expanding its engineering, infrastructure, and go-to-market teams to capitalize on its growth. - **Deepening Enterprise Penetration**: Following the win with Amazon Ring, Vapi is focused on onboarding more large, complex enterprises. - **Infrastructure over Application**: Vapi aims to differentiate by being the underlying orchestration and reliability layer for voice AI, rather than a pre-packaged application. ## Why Work Here - **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. ## Sources 1. [vapi.ai](https://vapi.ai/) 2. [TechCrunch](https://techcrunch.com/2026/05/12/vapi-hits-500m-valuation-as-amazon-ring-chose-its-ai-platform-over-40-rivals/) 3. [LinkedIn](https://www.linkedin.com/company/vapi-ai) 4. [docs.vapi.ai](https://docs.vapi.ai/) ## Other roles at Vapi - [GTM Recruiter](https://feeny.ai/job/gtm-recruiter-vapi-san-francisco-wahm9kdytbv0) — San Francisco, CA - [Revenue Operations Analyst](https://feeny.ai/job/revenue-operations-analyst-vapi-san-francisco-vbr90xkk1x3r) — San Francisco, CA - [Member of Technical Staff, Agentic Release Engineer](https://feeny.ai/job/member-of-technical-staff-agentic-release-engineer-vapi-san-francisco-pgwgxkt2gmw5) — San Francisco, CA - [Member of Technical Staff, Agentic Developer Experience](https://feeny.ai/job/member-of-technical-staff-agentic-developer-experience-vapi-san-francisco-4fkwxym79xtr) — San Francisco, CA - [Sales Development Representative (SDR)](https://feeny.ai/job/sales-development-representative-sdr-vapi-san-francisco-6ewfz3dq4zbw) — San Francisco, CA - [Senior Manager, Solutions Partners](https://feeny.ai/job/senior-manager-solutions-partners-vapi-san-francisco-335sxg996ftv) — San Francisco, CA - [Recruiting Programs Manager](https://feeny.ai/job/recruiting-programs-manager-vapi-san-francisco-hx8d98m2x8vh) — San Francisco, CA - [Technical Recruiter](https://feeny.ai/job/technical-recruiter-vapi-san-francisco-8j2gx83khmk5) — San Francisco, CA - [Senior Brand Designer](https://feeny.ai/job/senior-brand-designer-vapi-san-francisco-0rdegv899n3w) — San Francisco, CA - [Senior Product Manager](https://feeny.ai/job/senior-product-manager-vapi-san-francisco-fh4ed2ppwh8k) — San Francisco, CA