# Customer Support Engineer Manager ## Summary - Organization: Vapi - Location: San Francisco - Type: Full-Time - Department: Customer Support - Status: active - Posted: [object Object] - Updated: [object Object] - Closing Date: N/A - External Apply: Yes - External Apply URL: https://jobs.ashbyhq.com/vapi/189dd65d-ec0b-4e66-844c-f18a68047f49 ## Details - Salary: N/A - Experience: N/A - Education: N/A - Team: N/A - Reporting To: N/A ## Description **About the job Vapi (/ˈVɑːpi/)** - We’re creating the shift to voice as humanity’s default interface - We’re the most configurable platform for deploying voice agents - We’ve grown to over 700k developers in two years, adding 2,000+ every day - Try talking to Vapi now! **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. You will manage the team that unblocks our highest-value enterprise customers pushing the limits of LLMs, STT, and TTS in mission-critical environments. - Your team's efficiency in resolving technical friction for enterprise users during the stabilization phase will act as the primary engine protecting Net Revenue Retention (NDR). - You will serve as the strategic bridge between our enterprise base and L2 support team within core engineering, ensuring that high-value support feedback loops and API gaps directly shape our 2026 product roadmap. - You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently based on their specific account tiers (Strategic, Managed, Low Touch) **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 **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: medical, dental, and vision plans - Team love: We love hanging out, and we do quarterly off-sites - Unlimited PTO, with a culture that encourages ~20 days off annually to recharge - More: catered meals, commuter support, gym, and a $10k annual L&D budget ## Responsibilities None ## Skills None ## Tags None ## Organization - Name: Vapi - Website: https://vapi.ai - Industry: Software Development - Size: 51-200 employees - Founded Year: N/A - Description: Vapi lets enterprises deploy human-like voice agents in minutes. Whether you’re building a voice product or trying to handle millions of calls, Vapi’s reliable infrastructure and flexible APIs make it easy. Everyone from YC startups to Fortune 500 companies rely on Vapi because it is: Flexible: Plug in your APIs, your customer data, your models Scalable: Handle millions of calls with <500ms latency Secure: LLM guardrails, HIPAA, SOC-2 Helping enterprises over this challenge, Vapi, has raised $20 million in Series A funding, led by Bessemer Venture Partners with participation from Abstract Ventures, AI Grant, Y Combinator, Saga Ventures, and Michael Ovitz.