Senior Customer Success Systems Engineer

About Vercel:

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

About the Role:

Reporting to the Senior Manager, Customer Success Engineering, the Senior Customer Success Systems Engineer's responsibilities include owning internal tooling and engineering solutions to ensure that our customer support team have the information and tools they need to effectively prevent, deflect or address customer issues.

To succeed in this role, you must be an excellent communicator who can understand technical workflows and adapt alongside an evolving support landscape. You must be able to build different web-based applications, work alongside customer-facing teams, and have a passion for digging deep to find and resolve root causes.

Ultimately, you will help preserve our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey by engineering solutions to constantly improve the experience for stakeholders.

What You Will Do:

• Design, build and maintain tooling for the Customer Success Engineering team.
• Collaborate with peers to identify and implement system needs.
• Ensure data integrity and optimize system performance.
• Integrate new technologies whilst identifying and automating tasks.
• Develop documentation and provide training to peers on new systems and enhancements.

About You:

• You have 3+ years of experience supporting systems for technical customer-facing teams.
• You have awareness or exposure to the needs of PaaS support.
• You have hands-on experience with Next.js and Vercel.
• You lead by example and provide feedback to mentor other members of the team.
• You enjoy engineering solutions to resolve the root causes of recurring problems.
• You possess exceptional communication skills.
• You are comfortable working with a fully remote, globally distributed team.

Bonus If You:

• Have experience supporting and integrating with Salesforce Service Cloud.
• Have experience of deploying and utilizing AI tooling, such as v0.
• Have worked in a customer service or support role in the past.

Benefits:

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

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