# Customer Support Engineer Manager

**Company:** [Vapi](https://hotfix.jobs/companies/vapi)
**Location:** San Francisco, CA
**Role:** Engineering Management
**Experience:** 5+ years
**Skills:** REST APIs, Webhooks, Event-Driven Systems, Prompt Engineering, Structured Outputs, Python, JavaScript, Sip, Webrtc, Twilio, LLMs, Stt, Tts, Vapi Cli
**Posted:** 2026-04-24

> 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.

## Job Description

## 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

## Similar roles

- [Engineering Manager, Model Flywheel](https://hotfix.jobs/jobs/225181ee-3fb7-4a8d-9389-051025d8ebe3) - OpenAI - San Francisco, CA - $293k – $385k/yr
- [Engineering Manager, AI & App Experience](https://hotfix.jobs/jobs/8c1f40af-5445-4be0-9f69-4506a5d9d18a) - Chime - New York, NY - $199k – $275k/yr
- [Engineering Manager, Frontend Platform & Design Systems](https://hotfix.jobs/jobs/b3b611a6-9fae-4188-bee3-9793e26ca052) - Zocdoc - Remote - $210k – $270k/yr
- [Manager I, Engineering](https://hotfix.jobs/jobs/deecca49-0736-4f99-823d-2916d67452cd) - Datadog - New York, NY - $192k – $240k/yr
- [Manager I, Engineering](https://hotfix.jobs/jobs/4cf6ca90-4972-443e-90d7-2d6e6886fbaf) - Datadog - New York, NY - $192k – $240k/yr

**Apply:** https://hotfix.jobs/jobs/5e2a8534-4cc6-49e1-980e-d9cad9bd5b8a
**Canonical:** https://hotfix.jobs/jobs/5e2a8534-4cc6-49e1-980e-d9cad9bd5b8a