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Vapi

Customer Support Engineer – Manager

Vapi

Customer Support Engineer Manager leading a world-class technical support team for Enterprise at Vapi. Focusing on resolving issues and scaling support operations effectively.

Posted 5/13/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies
JavaScriptPython

About the role

Key responsibilities & impact
  • Build and manage a world-class L1 Support Engineering team for Enterprise accounts
  • Deep-dive into the Vapi stack, mastering nuances of sub-500ms latency, tool-calling, and the Vapi CLI
  • Audit the current ticket triage process specifically for enterprise accounts
  • Formalize and enforce Severity SLAs for paying enterprise customers
  • Collaborate with Product to refine automated testing and Eval suites
  • Scale the L1 team to handle increasing volume of complex enterprise deployments
  • Oversee the publication of technical guides and debugging snippets

Requirements

What you’ll need
  • 5+ years in high-intensity technical support or solutions roles
  • At least 2 years of experience managing technical teams
  • Fluent in REST APIs, webhooks, and event-driven systems
  • Proven track record of managing support operations for enterprise accounts
  • Strictly adhering to commercial SLAs
  • Understand prompt engineering, structured outputs, and how to optimize them for voice latency
  • Ability to code in Python or JavaScript to help debug or build reproduction agents
  • Experience with SIP, WebRTC, or Twilio is preferred

Benefits

Comp & perks
  • 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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
PythonJavaScriptREST APIswebhooksevent-driven systemsSIPWebRTCTwiliodebuggingautomated testing
Soft Skills
team managementcollaborationproblem-solvingcommunicationleadershiporganizational skillscustomer serviceprocess auditingtechnical writingscalability