[İş Radarı](https://jobradar.live/) / [Jobs](https://jobradar.live/ilanlar) / Customer Support Engineer, Senior Manager

Active
Hybrid
San Francisco, California, United States
Posted · 24.04.2026
Ashby (US)

# Customer Support Engineer, Senior Manager

Vapi

Vapi (/ˈVɑːpi/):
• Voice AI that resolves, not transfers
• Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life
• Trusted by 1 million developers building the future of voice agents
• Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, and more with $72M raised
• Try talking to Vapi now! https://vapi.ai/
Why We’re Hiring This Role:
• Reporting to the Head of Customer Engagement, we need a technical leader to build and manage a world-class Support Engineering team that spans from SMB ISVs to large Enterprises.
• This isn’t a traditional "customer service" management role
• it is engineering-led leadership. You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments.
• Your team's efficiency in resolving technical friction for enterprise customers will act as a primary engine protecting Net Revenue Retention.
• You will serve as the strategic bridge between our enterprise base and L2 support team to ensure feedback loops that directly shape our product roadmap with core engineering.
• You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently while identifying patterns and opportunities for product, documentation and customer-facing tools that solve common pain points.
What You’ll Do:
30 Day:
• Master the Stack: Deep-dive into the Vapi stack, mastering nuances of sub-500ms latency, tool-calling, and the Vapi CLI.
• Audit Enterprise Operations: Audit the current ticket triage process specifically for enterprise accounts utilizing complex SIP integrations, WebRTC, and custom LLM configurations.
• Build trust with the team: Connect with our L1 enterprise support and L2 Support team to find gaps, optimizations, and improve escalation paths.
60 Day:
• Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers.
• Tier Enforcement: Work with Agent Strategists and FDE to ensure L1 CSEs are not becoming "ad-hoc FDEs" and correctly identify when support requests should be flagged as more complex engagements.
• Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features.
90 Day:
• Team Growth: Own the technical health of the enterprise base and scale the L1 team to handle the increasing volume of complex enterprise deployments.
• Knowledge Leadership: Oversee the publication of "God-tier" technical guides and debugging snippets tailored to complex enterprise integrations.
• Strategic Feedback: Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements to continuously improve the platform.
Who You Are:
• Technically Lethal Leader: 5+ years in technical support or solutions roles, with at least 2 years of experience managing technical teams. You are fluent in REST APIs, webhooks, and event-driven systems.
• Enterprise Experienced: You have a proven track record of managing support operations for enterprise accounts and adhering to commercial SLAs.
• On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs.
• AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency. Further, you have built out custom agents/skills to make Support Engineers more effective and are familiar with new Support technologies like Plain, Pylon, etc.
• Code-Capable: You can still jump into Python or JavaScript to help your team debug a customer’s middleware or build a production agent.
• Voice Fluent: Experience with SIP, WebRTC, or Twilio is preferred
• you understand the "plumbing" of a phone call.
• Relentlessly Autonomous: You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers.

This job was verified from Ashby (US). Applications are completed on the original source.

[Apply on the original listing ↗](https://jobradar.live/ilan/a55b40ba-b1d5-445a-a490-8ae23ede5d6c/git)

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