Enterprise Customer Support Engineer

Vapi (/ˈwɑːpi/):

• We’re creating the shift to voice as humanity’s default interface.
• We’re the most configurable platform for deploying voice agents.
• We’re grown to 400,000 developers in 20 months, adding 2,000+ every day.
• Try talking to Vapi now!

Why We’re Hiring This Role:

• As enterprise adoption grows, we need fast, technically credible frontline support to protect uptime and customer trust.● Enterprise customers are deploying complex voice AI systems in production environments where speed and precision matter.● This role ensures issues are triaged, resolved, or escalated cleanly within SLA while strengthening our support infrastructure over time.

What You’ll Do:

• 30 Day:
• Learn Vapi’s API surface area, common integration patterns, and production deployment workflows.
• Shadow ticket triage and begin resolving straightforward L1 issues independently.
• Understand tiering framework (P0, P1, P2) and SLA expectations.
• Familiarize yourself with documentation gaps and internal runbooks.
• 60 Day:
• Own front-line enterprise ticket triage with a focus on resolving most tickets within 30 minutes.
• Apply severity-based prioritization and escalate cleanly when required with full reproduction context.
• Partner with Deployment Strategists to identify recurring issues and customer health risks.
• Begin contributing to internal knowledge base and runbooks.
• 90 Day:
• Achieve strong L1 resolution rate (70%+) with consistent SLA adherence.
• Actively improve support workflows, automation triggers, and routing logic.
• Contribute to SLA automation initiatives (Tasker, Slack bots, routing improvements).
• Strengthen documentation to reduce repeat issues and increase team velocity.

Who You Are:

• 4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company.
• Strong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging.
• Comfortable reading API error responses, tracing webhook flows, and diagnosing issues without writing production code.
• Experience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management.
• Clear communicator who can explain technical root causes to customers without unnecessary jargon.
• Highly organized with strong documentation habits and thorough ticket hygiene.
• Comfortable in fast-paced environments where enterprise production systems are at stake.
• Bonus: Experience with voice/telephony systems (SIP, WebRTC, Twilio, Vonage), AI agents, LLMs, or basic scripting for debugging.

Why Vapi:

• Generational impact: Build human interface for every business.
• Ownership culture: 90% of company is 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 competitive salary and excellent equity ownership.
• Comprehensive health coverage: medical, dental, and vision plans.
• Team love: We love hanging out and do quarterly offsites.
• Flexible time off: take what you need.
• More: catered meals and transportation, gym & coaching stipends!