Senior Customer Support Engineer

This is a fully remote position, open to applicants in Japan.

📋 Description

• Resolve engaging and technically challenging cases for Vercel customers.

• Collaborate with Engineering to troubleshoot issues; identify and implement fixes and mitigations.

• Work in partnership with Product, Solutions, and Customer Success to offer guidance both internally and externally.

• Create and enhance internal tools and scripts aimed at boosting team efficiency.

• Focus on specific product areas (CDN, AI enablement) and serve as a domain expert within the team.

• Enhance existing documentation and produce new runbooks, guides, and internal processes.

• Support Customer Success Managers with enterprise requests and escalations.

⛳️ Requirements

• Previous experience in customer support in a technical capacity: resolving customer cases, drafting clear solutions, and proactively addressing issues.

• Excellent written and verbal communication skills; capable of articulating complex systems in a clear manner.

• Practical experience utilizing Vercel as a platform.

• Subject Matter Expertise in one or more of the following domains:

• CDN

• Domain management, DNS, and SSL/TLS lifecycle management

• Caching strategies and cache-invalidation techniques

• Fundamentals of cloud/edge networking and routing rules/redirects

• Ecosystem knowledge

• Configuration and troubleshooting of SSO / SAML

🏝️ Benefits

• Flexible working arrangements

• Health insurance