Support Engineering Manager (AI)

TL;DR

Support Engineering Manager (AI): Building and managing a world-class L1 Support Engineering team for enterprise accounts with an accent on technical friction resolution and API gap identification. Focus on optimizing LLM/STT/TTS integrations, enforcing enterprise SLAs, and bridging the gap between enterprise customers and core engineering.

Location: Hybrid in San Francisco

Company

Vapi is a highly configurable platform for deploying AI-driven voice agents, aiming to make voice humanity's default interface.

What you will do

• Build and lead a technical L1 Support Engineering team dedicated to high-value enterprise accounts.
• Formalize and enforce strict Severity SLAs for enterprise customers, ensuring rapid response for P1 and P2 blockers.
• Serve as the strategic bridge between enterprise stakeholders and core engineering to shape the 2026 product roadmap.
• Audit and optimize ticket triage processes for complex SIP integrations, WebRTC, and custom LLM configurations.
• Collaborate with Product to transform frequent enterprise friction points into automated platform features and Eval suites.
• Oversee the creation of high-level technical guides and debugging documentation for complex integrations.

Requirements

• 5+ years in high-intensity technical support or solutions roles, with 2+ years of experience managing technical teams.
• Proficiency in REST APIs, webhooks, and event-driven systems.
• Understanding of prompt engineering and structured outputs optimized for voice latency.
• Ability to debug using Python or JavaScript.
• Experience with SIP, WebRTC, or Twilio is highly preferred.
• Must be based in or able to work hybrid in San Francisco.

Culture & Benefits

• Competitive salary and significant equity ownership.
• Comprehensive medical, dental, and vision insurance plans.
• Unlimited PTO, with a culture encouraging approximately 20 days off annually.
• $10k annual L&D budget for professional growth.
• Catered meals, commuter support, and gym membership.
• Quarterly team off-sites and a strong ownership culture.