Manager, Customer Support Engineering

About the Role

Key Responsibilities

• Ensuring the delivery of an exceptional customer experience at scale.
• Setting measurable goals to evaluate and consistently improve CSE team performance.
• Working towards the achievement of clearly stated annual targets.
• Handling escalated cases that arrive ad-hoc through various channels.
• Working with the Product organization to provide feedback and implement solutions.
• Engaging stakeholders at all levels of the business to drive cross-functional improvements.
• Helping CSE's with day to day performance, career planning, and growth.
• Identifying opportunities for tooling to improve efficiency and quality of work.
• Overseeing the communication of incidents to customers.
• Leading by example and periodically demonstrating CSE best practices in the role.
• Recruiting exceptional people that understand and are driven greatly by Vercel's mission.
• Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers.

Requirements

• Experience balancing the velocity of work with the quality of customer outcomes.
• Experience operating as a technical leader who resolves concerns for developers.
• Experience working with a globally distributed, technical support team.
• Experience setting and managing KPI's and growth plans for team members.
• Experience driving efficiencies and building teams that don't scale linearly with case volume.
• Desire to work cross-functionally, engaging closely with Product.
• Desire to mentor direct reports and help them succeed in their growth.
• Desire to empower your team, unblocking and helping them to prioritize.
• Confident dealing with a fast-paced platform with regular changes.
• Confident in being assertive to ensure the right outcomes are achieved for customers.
• Confident taking ownership of important decisions in the absence of leadership.
• Confident making decisions that make long-term sense.
• Ability to identify upstream concerns and represent the customer impact.
• Ability to work autonomously with a reliance on asynchronous communication.
• Ability to calmly handle pressurized situations at all times.
• Technical knowledge within modern application development and deployment.
• 5+ years experience in a highly technical customer-facing or technical management role.

Nice to Have

• Are experienced in frontend development using React and Next.js.
• Are experienced with AI solutions for support teams.
• Have taken part in support tooling migrations or new instance setups.
• Have worked with a CDN on a regular basis.
• Understand, and can communicate, matters regarding DNS.
• Have created a custom CI/CD pipeline or CLI tool.
• Have experience working with Enterprise applications at global scale.

Qualifications

• 5+ years experience in a highly technical customer-facing or technical management role.

Benefits & Perks

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.