Customer Support Engineer Manager

Vapi•San Francisco, CA

67d

About The Position

As Vapi scales its enterprise footprint, we need a technical leader to build and manage a world-class L1 Support Engineering team dedicated strictly to our Enterprise accounts. 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 users during the stabilization phase will act as the primary engine protecting Net Revenue Retention (NDR). You will serve as the strategic bridge between our enterprise base and L2 support team within core engineering, ensuring that high-value support feedback loops and API gaps directly shape our 2026 product roadmap. You will enforce critical operational boundaries ensuring enterprise support interactions are triaged efficiently based on their specific account tiers (Strategic, Managed, Low Touch).

Requirements

5+ years in high-intensity technical support or solutions roles
At least 2 years of experience managing technical teams
Fluent in REST APIs, webhooks, and event-driven systems
Proven track record of managing support operations for enterprise accounts and strictly adhering to commercial SLAs
Understand prompt engineering, structured outputs, and how to optimize them for voice latency
Can jump into Python or JavaScript to help your team debug an enterprise customer’s middleware or build a reproduction agent
Relentlessly Autonomous: You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers

Nice To Haves

Experience with SIP, WebRTC, or Twilio is highly preferred—you understand the "plumbing" of a phone call.

Responsibilities

Master the Vapi stack, including nuances of sub-500ms latency, tool-calling, and the Vapi CLI.
Audit the current ticket triage process specifically for enterprise accounts utilizing complex SIP integrations, WebRTC, and custom LLM configurations.
Build a relationship with the L2 Support team (sitting in Engineering) to ensure a seamless escalation path for our highest-value customers.
Formalize and strictly enforce Severity SLAs for paying enterprise customers, ensuring P1 blockers receive a 4-hour first touch and P2 issues receive an 8-hour first touch.
Work with Agent Strategists and Agent Engineers to ensure L1 CSEs are not becoming "ad-hoc FDEs" for lower-tier enterprise accounts, and correctly identify when support requests should be flagged as upsell opportunities.
Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features.
Own the technical health of the enterprise base and scale the L1 team to handle the increasing volume of complex enterprise deployments.
Oversee the publication of "God-tier" technical guides and debugging snippets tailored to complex enterprise integrations.
Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements to continuously improve the platform.