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Customer Support Engineer

VapiSan FranciscoCustomer Engagement
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Salary
$154K - $169K USD
Job type
Full-time
Work mode
Remote
Posted
14 Sept 2026
Status
Open · checked 7d ago

About this role

Vapi is seeking a Customer Support Engineer to join the Customer Engagement team in San Francisco, with remote options available. This full-time position is ideal for an experienced technical professional who wants to bridge the gap between enterprise users and core engineering while shaping the future of voice AI technology.

Role Overview

The Customer Support Engineer acts as the vital connection between Vapi customers and the internal engineering team, ensuring clients deploy voice assistants swiftly and smoothly. This position involves troubleshooting complex technical challenges across the entire customer lifecycle and serving as an internal champion to uncover new automation use cases. Candidates will manage support queues across Slack, email, and Discord while collaborating closely with project engineers to deliver necessary technical solutions.

Key Responsibilities

Master AI-native support by optimizing sub-500ms latency budgets, tool-calling, and the Vapi CLI to debug voice agents seamlessly.
Build strong professional relationships with L1 and L2 support tiers, Agent Strategists, and Forward Deployed Engineers.
Manage a dedicated queue of severity-tagged tickets for paying enterprise accounts independently against established SLAs.
Exercise strong escalation judgment to determine whether to resolve an issue directly or route it to a Forward Deployed Engineer.
Partner with the product and FDE teams to automate recurring support requests and eliminate friction for future users.
Author comprehensive debugging playbooks and guides to assist enterprise integrations and knowledge sharing.
Channel crucial enterprise customer feedback directly to core engineering teams to influence product roadmaps.

Requirements

Bring 4 to 5+ years of senior technical support, solutions engineering, or Technical Account Management experience, specifically supporting enterprise accounts against commercial SLAs.
Demonstrate a strong, hands-on interest in AI-native concepts such as prompt engineering, structured outputs, and voice latency tradeoffs.
Possess daily fluency in API tooling, including REST APIs, webhooks, and event-driven systems.
Show code capability using Python or JavaScript to debug client middleware or build quick agents.

Nice to Have

Practical background working with voice and telephony stacks, including SIP, WebRTC, or Twilio-style CPaaS platforms.

Skills and Tools

Python
JavaScript
REST APIs and Webhooks
Vapi CLI
Support tooling such as Plain and Pylon

Salary and Benefits

Competitive annual base salary ranging from $154,000 to $169,000 USD.
Meaningful equity ownership in a breakout startup.
Comprehensive medical, dental, and vision health coverage plans.
Flexible take-what-you-need vacation policy emphasizing rest and balance.
Catered daily lunches and dinners provided for in-office work days.
Monthly lifestyle and wellness stipends supporting rent, transport, food, fitness, and mental well-being.
Annual professional development learning stipends for courses, conferences, and upskilling.
Regular team offsites, social events, and in-person connection opportunities.

About the Company

Vapi is the most configurable platform for building production-grade voice agents, providing telephony, real-time streaming, deterministic fallbacks, and HIPAA/SOC2 compliance. Backed by prominent investors including Peak XV, Bessemer, Kleiner Perkins, M12, and Y Combinator with $72M raised, the company powers voice solutions for major enterprises like Amazon Ring, Intuit, ServiceTitan, and New York Life. Vapi's mission is to make voice humanity's default interface by capturing nuance, emotion, and context.

How to Apply

Interested candidates should visit the official Vapi careers page to submit their application for the Customer Support Engineer position.

Skills and tech stack

PythonJavaScript

Questions candidates ask

What is the salary range for the Customer Support Engineer role?

The annual base salary ranges from $154,000 to $169,000 USD, supplemented by equity ownership.

Is this position remote or located in San Francisco?

The role is based in San Francisco with remote flexibility offered.

What programming languages are required for this role?

Candidates must be code-capable in Python or JavaScript to debug customer middleware or stand up agents.

How many years of experience are required?

The position requires 4-5+ years of experience in senior technical support, solutions engineering, or a Technical Account Management role.

What benefits and perks are included?

Benefits include comprehensive health coverage, flexible vacation time, daily catered meals for in-office days, lifestyle and wellness stipends, annual learning stipends, and team offsites.

Ready to apply?

The application is on the official Vapi careers page.

Apply on company site