# Customer Support Engineer, Senior Manager at Vapi

- Company: Vapi
- What the company does: Build, test, and deploy advanced voice AI agents in minutes with Vapi. The platform for developers creating conversational voice AI. Backed by Bessemer, Peak XV and Y Combinator.
- Company website: https://vapi.ai/
- Type: Startups (AI role)
- Level: Senior
- Location: San Francisco
- Work setup: Remote
- Posted: 2026-04-24
- Apply by: 2026-10-08
- Apply: https://jobs.ashbyhq.com/vapi/189dd65d-ec0b-4e66-844c-f18a68047f49
- Page: https://www.1752.vc/careers/jobs/vapi-customer-support-engineer-senior-manager/

## About the role

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 customers will act as a primary engine protecting Net Revenue Retention.

## What they're looking for

- Technically Lethal Leader: 5+ years in 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 adhering to commercial SLAs
- On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs
- Code-Capable: You can still jump into Python or JavaScript to help your team debug a customer’s middleware or build a production agent
- Voice Fluent: Experience with SIP, WebRTC, or Twilio is 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

Tags: Customer Engagement