Job Overview
Location
San Francisco
Job Type
Full-time
Category
Customer Support
Date Posted
March 23, 2026
Full Job Description
đź“‹ Description
- • Enterprise Customer Support Engineer at Vapi Technologies Inc. plays a critical role in safeguarding uptime and customer trust as enterprise adoption of voice AI accelerates. This position serves as the frontline technical guardian for complex voice agent deployments in production environments, ensuring rapid issue resolution and proactive support infrastructure improvements.
- • Day-to-day responsibilities include: learning Vapi’s API surface area, common integration patterns, and production deployment workflows within the first 30 days; shadowing ticket triage and resolving straightforward L1 issues independently; understanding tiering frameworks (P0, P1, P2) and SLA expectations; identifying documentation gaps and internal runbook needs; owning front-line enterprise ticket triage by day 60 with a focus on resolving most tickets within 30 minutes; applying severity-based prioritization and escalating cleanly with full reproduction context; partnering with Deployment Strategists to identify recurring issues and customer health risks; contributing to the internal knowledge base and runbooks; achieving a strong L1 resolution rate (70%+) by day 90 with consistent SLA adherence; actively improving support workflows, automation triggers, and routing logic; contributing to SLA automation initiatives such as Tasker, Slack bots, and routing improvements; and strengthening documentation to reduce repeat issues and increase team velocity.
- • The support team at Vapi operates within a high-velocity, founder-led culture where 70% of the company are previous founders, fostering an ownership mindset and deep technical empathy. Engineers collaborate closely with Deployment Strategists and product teams to turn support insights into systemic improvements, directly influencing product reliability and customer success.
- • In this role, the individual will develop deep expertise in voice AI systems, API troubleshooting at scale, and enterprise SaaS support operations. They will gain experience in SLA-driven environments, contribute to automation and knowledge management systems, and grow into a trusted technical advisor for both customers and internal teams—positioning them for advancement into senior support engineering, technical account management, or product-focused roles.
🎯 Requirements
- • 4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company
- • Strong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging
- • Experience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management
- • Clear communicator who can explain technical root causes to customers without unnecessary jargon
- • Highly organized with strong documentation habits and thorough ticket hygiene
- • Bonus: Experience with voice/telephony systems (SIP, WebRTC, Twilio, Vonage), AI agents, LLMs, or basic scripting for debugging
🏖️ Benefits
- • Competitive salary and excellent equity ownership (real stake in the company)
- • Comprehensive health coverage: medical, dental, and vision plans
- • Flexible time off: take what you need
- • Team love: quarterly off-sites and a culture that values connection
- • Additional perks: catered meals, transportation, gym access, and a $10k annual L&D budget
Skills & Technologies
About Vapi Technologies Inc.
Vapi empowers developers to build and deploy advanced voice AI agents through a highly configurable, API-first platform. Serving a wide range of clients from startups to Fortune 500 companies, Vapi simplifies the creation of leading voice AI products and scales phone operations efficiently. The platform supports a global user base, evidenced by its multilingual capabilities in over 100 languages. With impressive traction, Vapi has powered over 300 million calls and launched more than 2.5 million assistants, highlighting its significant impact and reliability in the voice AI market.
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