Customer Support Engineer, Senior Manager

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.

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.

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.