V
vapivia Ashby
Enterprise Customer Support Engineer
San Francisco$90K - $190K/yrPosted 1mo ago
OtherMid LevelFull-time#ai-lab
Not sure if you're a good fit?
Upload your resume and TixelJobs AI will compare it against Enterprise Customer Support Engineer at vapi. Get a match score, missing keywords, and improvement tips before you apply.
Free preview · Your resume stays private
About the Role
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 600k developers in two years, adding 2,000+ every day
- Try talking to Vapi now! https://vapi.ai/
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 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
- Flexible time off: take what you need
- More: catered meals, transportation, gym, and a $10k annual L&D budget
- 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 600k developers in two years, adding 2,000+ every day
- Try talking to Vapi now! https://vapi.ai/
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 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
- Flexible time off: take what you need
- More: catered meals, transportation, gym, and a $10k annual L&D budget
Ready to apply?
This job is active. Apply now to get in early.