engineering
Posted Apr 24Customer Support Engineer, Senior Manager
at Vapi
San Francisco, United StatesRemote
Requirements
- Voice AI that resolves, not transfers.
- 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 strictly adhering to commercial SLAs. - AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency. - Code-Capable: You can still jump into Python or JavaScript to help your team debug an enterprise customer’s middleware or build a reproduction agent. - Voice Fluent:
- Experience with SIP, WebRTC, or Twilio is highly preferred—you understand the "plumbing" of a phone call.
Experience
- requirements to continuously improve the platform Who You Are: - Technically Lethal Leader: 5+ years in high-intensity technical support or solutions roles, with at least 2 years of
Benefits
- Total raised: $72M Why We’re Hiring This Role: - As Vapi scales its enterprise footprint, we need a technical leader to build and manage a world-class L1 Support Engineering team dedicated strictly to our Enterprise accounts. - This isn’t a traditional "customer service" management role - it is engineering-led leadership.
- - Relentlessly Autonomous: You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers Why Vapi: - Generational impact: Build the human interface for every business - Ownership culture: 70% of the company are 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 a competitive salary and excellent equity ownership - Comprehensive health coverage:
Additional details
- Most phone systems trap callers in menus and scripts.
- Vapi is the platform for deploying voice agents that know your business and can listen, adapt, and resolve in minutes. - The numbers: 1 billion calls. 1 million developers. 10x enterprise ARR growth - The customers: Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to the Fortune 500 - The news: a $50M Series B led by Peak XV Partners, with Bessemer Venture Partners, Kleiner Perkins, M12 (Microsoft's Venture Fund), Y Combinator, and our earlier backers.