Enterprise Customer Support Engineer

Vapi (/ˈwɑːpi/):

• We’re creating the shift to voice as humanity’s default interface.

• We’re the most configurable platform for deploying voice agents.

• We’re grown to 400,000 developers in 20 months, adding 2,000+ every day.

• Try talking to Vapi now!

Why We’re Hiring This Role:

• As enterprise adoption grows, we need fast, technically credible frontline support to protect uptime and customer trust.
● Enterprise customers are deploying complex voice AI systems in production environments where speed and precision matter.
● This role ensures issues are triaged, resolved, or escalated cleanly within SLA while strengthening our support infrastructure over time.

What You’ll Do:

• 30 Day:

• Learn Vapi’s API surface area, common integration patterns, and production deployment workflows.

• Shadow ticket triage and begin resolving straightforward L1 issues independently.

• Understand tiering framework (P0, P1, P2) and SLA expectations.

• Familiarize yourself with documentation gaps and internal runbooks.

• 60 Day:

• Own front-line enterprise ticket triage with a focus on resolving most tickets within 30 minutes.

• Apply severity-based prioritization and escalate cleanly when required with full reproduction context.

• Partner with Deployment Strategists to identify recurring issues and customer health risks.

• Begin contributing to internal knowledge base and runbooks.

• 90 Day:

• Achieve strong L1 resolution rate (70%+) with consistent SLA adherence.

• Actively improve support workflows, automation triggers, and routing logic.

• Contribute to SLA automation initiatives (Tasker, Slack bots, routing improvements).

• Strengthen documentation to reduce repeat issues and increase team velocity.

Who You Are:

• 4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company.

• Strong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging.

• Comfortable reading API error responses, tracing webhook flows, and diagnosing issues without writing production code.

• Experience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management.

• Clear communicator who can explain technical root causes to customers without unnecessary jargon.

• Highly organized with strong documentation habits and thorough ticket hygiene.

• Comfortable in fast-paced environments where enterprise production systems are at stake.

• Bonus: Experience with voice/telephony systems (SIP, WebRTC, Twilio, Vonage), AI agents, LLMs, or basic scripting for debugging.

Why Vapi:

• Generational impact: Build human interface for every business.

• Ownership culture: 90% of company is previous founders.

• Kind team: The founders Jordan and Nikhil are Canadians.

• Tier-1 Investors: YC, KP seed, Bessemer series A.

What We Offer:

• Real stake: We offer competitive salary and excellent equity ownership.

• Comprehensive health coverage: medical, dental, and vision plans.

• Team love: We love hanging out and do quarterly offsites.

• Flexible time off: take what you need.

• More: catered meals and transportation, gym & coaching stipends!