Customer Support Engineer (Vercel)

Location: Remote, Australia; weekend and on-call rota availability required

Company

Vercel provides agentic infrastructure and developer-focused products for shipping and running software.

What you will do

• Handle customer cases and issues across regular and non-standard support channels.
• Work with the community to provide technical advice and assistance.
• Develop and improve internal tools alongside engineering and complete regular engineering work.
• Specialize in and own a specific product area within the team.
• Improve internal documentation, processes, and policies.
• Assist Customer Success Managers with Enterprise requests.

Requirements

• Frontend development experience, ideally with React and Next.js.
• Firm understanding of cloud technologies and serverless computing.
• Ability and desire to engineer solutions that resolve root causes.
• Exceptional written and oral communication skills.
• Comfort working with a fully remote, globally distributed team.
• Availability to work weekend and on-call rotations.
• Passion for delivering an excellent customer experience.

Nice to have

• Backend development experience, especially with Node.js.
• Openness to a higher-compensated Saturday–Tuesday schedule.
• Experience with CDNs and cloud infrastructure setup.
• Experience with monorepos or custom CI/CD pipelines.
• Strong DNS knowledge and ability to explain it clearly.
• Experience with incident management and procedural communication.
• Experience mentoring other team members.

Culture & Benefits

• 100% remote working style with teammates located globally.
• Competitive compensation and stock options.
• Inclusive healthcare package for US employees.
• Mentorship and event opportunities for learning and networking.
• Unlimited PTO, with four weeks recommended per year.
• Generous gear credit.