Vercel

Senior Customer Support Engineer

Vercel

full-time

Posted on:

Location Type: Remote

Location: Japan

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Job Level

Senior

Tech Stack

CloudDNS

About the role

  • Solve interesting, technically complex cases for Vercel customers.
  • Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations.
  • Partner with Product, Solutions, and Customer Success to provide guidance internally and externally.
  • Develop and improve internal tools and scripts that increase team efficiency.
  • Specialize in a few product areas (CDN, AI enablement) and act as a domain owner within the team.
  • Improve existing documentation and create new runbooks, guides, and internal processes.
  • Assist Customer Success Managers with Enterprise requests and escalations.

Requirements

  • You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving.
  • You have strong written and verbal communication; able to explain complex systems clearly.
  • You have hands-on experience using Vercel as a platform.
  • Subject Matter Expertise in one or more of the following areas:
  • CDN
  • Domains, DNS, and SSL/TLS lifecycle management
  • Caching strategy and cache-invalidation patterns
  • Cloud/edge networking fundamentals and routing rules/redirects
  • Ecosystem
  • SSO / SAML configuration and troubleshooting
Benefits
  • Flexible working arrangements
  • Health insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproblem-solvingdocumentationCDNDNSSSL/TLS lifecycle managementcaching strategycloud networkingSSOSAML
Soft Skills
written communicationverbal communicationproactive problem-solving