Customer Support Engineer Manager
Leads and scales a technical L1 support engineering team for enterprise customers, managing SLAs, triaging complex voice AI issues with LLMs/STT/TTS, and bridging feedback to engineering. Requires 5+ years technical support experience, 2+ years managing teams, and fluency in APIs, Python/JS, and voice tech.
About the job
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.
- Partner with Engineering: Build a relationship with the L2 Support team (sitting in Engineering) to ensure a seamless escalation path for our highest-value customers.
60 Day
- Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers, ensuring P1 blockers receive a 4-hour first touch and P2 issues receive an 8-hour first touch.
- Tier Enforcement: Work with Agent Strategists and Agent Engineers to ensure L1 CSEs are not becoming "ad-hoc FDEs" for lower-tier enterprise accounts, and correctly identify when support requests should be flagged as upsell opportunities.
- 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 high-intensity 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 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.
- Relentlessly Autonomous: You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers.
What We Offer
- Competitive salary and excellent equity ownership
- Comprehensive health coverage: medical, dental, and vision plans
- Unlimited PTO, with a culture that encourages ~20 days off annually
- Catered meals, commuter support, gym, and a $10k annual L&D budget
Skills
REST APIs, Webhooks, Event-Driven Systems, Prompt Engineering, Structured Outputs, Python, JavaScript, Sip, Webrtc, Twilio, LLMs, Stt, Tts, Vapi Cli
Similar jobs
Engineering Management jobs
Ramp
New York, NYLeads and develops a team of Account Executives responsible for acquiring mid-market customers, overseeing coaching, hiring, quota performance, pipeline strategy, forecasting, and process improvement. Requires 5+ years of quota-carrying sales experience and 3+ years leading high-performing sales teams.
Mariana Minerals
Moab, UT
Leads a maintenance crew responsible for the safety, troubleshooting, repair, and reliability of heavy mobile mining equipment. Requires at least five years of mining maintenance experience, supervisory or lead experience, and strong mechanical, hydraulic, and electrical troubleshooting skills.
Forward Networks
Santa Clara, CA
Leads architecture and development of machine-learning and generative-AI systems for network analysis, including agentic workflows and conversational interfaces. Manages and mentors ML engineers while coordinating cross-functional delivery, production support, and roadmap execution.
OpenAI
San Francisco, CA
Leads the engineering team responsible for ChatGPT Search Infrastructure, setting technical direction for scalable, low-latency search platforms and integrations. Requires experience managing senior engineers and deep expertise in distributed systems, online serving, experimentation, and AI-powered products.
Applied Intuition
Ann Arbor, MI
Leads and mentors a software engineering team building reliable, high-performance simulation products, while guiding technical execution, prioritization, and hiring. Requires a bachelor’s degree, programming experience in C++, Python, or Java, people-management experience, and eligibility for a US Government security clearance.