Senior Technical Support Engineer (AI)

Location: San Francisco, United States; work arrangement: Hybrid

Salary: $154,000–$169,000 per year, plus equity

Company

Vapi provides a configurable platform for building production-grade voice AI agents, including telephony, real-time streaming, deterministic fallbacks, compliance features, and AI testing tools.

What you will do

• Resolve technical customer support tickets across Slack, email, and Discord.
• Partner with engineers to deliver technical solutions for customer projects.
• Debug AI-native voice-agent issues involving sub-500ms latency budgets, tool calling, and the Vapi CLI.
• Own severity-tagged tickets for enterprise accounts and make escalation decisions against commercial SLAs.
• Automate recurring support issues and create debugging playbooks for complex enterprise integrations.
• Surface customer requirements and feedback to core engineering and product teams.

Requirements

• 4–5+ years of experience in senior technical support, solutions engineering, or a TAM-style role.
• Experience supporting enterprise accounts under commercial SLAs.
• Hands-on knowledge of prompt engineering, structured outputs, and voice-latency optimization.
• Fluency with REST APIs, webhooks, and event-driven systems.
• Ability to use Python or JavaScript to debug customer middleware or build a quick agent.
• Ability to work in a hybrid role based in San Francisco.

Nice to have

• Experience with SIP, WebRTC, or Twilio-style CPaaS platforms.
• Familiarity with modern support tools such as Plain or Pylon.

Culture & Benefits

• Opportunity to work at an early-stage, high-growth AI startup with meaningful ownership.
• Medical, dental, and vision coverage.
• Flexible time off.
• Catered lunches and dinners on in-office days.
• Lifestyle, wellness, and professional development stipends.
• Regular offsites and team events.