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Customer Success Engineer

3 months ago

Remote, Canada Vercel Full time

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 Customer Success Engineer's responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Vercel customers get the most out of the platform.

To be successful in this role, you must be an excellent communicator who's able to earn our customers' trust and understand technical problems quickly. You will also ideally have a background in web development and have a passion for digging deep to find and resolve root causes. In addition to this, you will be comfortable with weekend on-call work based on a rota system.

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

What You Will Do:

  • Solving interesting cases for Vercel customers.
  • Troubleshooting customer issues alongside our engineering team.
  • Working with other Vercel teams to provide advice and assistance, both internally and externally.
  • Developing and improving internal tools alongside engineering.
  • Specializing in a few product areas and owning that within the team.
  • Improving existing, and identifying new, internal documentation, processes and policies.
  • Assisting Customer Success Managers with Enterprise requests.

About You:

  • You understand modern web architecture, frontend frameworks like and React, cloud technologies, serverless computing and DNS.
  • You comprehend how metered usage and subscriptions work in a complex SaaS product.
  • You enjoy engineering solutions to resolve root causes of recurring problems.
  • You are experienced with incident management and procedural communication.
  • You possess exceptional communication skills.
  • You have an inquisitive mind and lead by example.
  • You are comfortable working with a fully remote, globally distributed team.
  • You have a passion to deliver a customer experience second to none.
  • Availability to work within a weekend on-call rota.

Bonus If You:

  • Prefer to work a Saturday to Wednesday or Wednesday to Sunday schedule.
  • Have experience with CDNs and a good understanding of caching techniques.
  • Work with monorepos and/or custom, complex CI/CD pipelines.

Benefits:

  • Great compensation package and stock options.
  • 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 - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.
  • Remote Friendly - Work with teammates from different time zones across the globe.
  • 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.