About the role
Vapi is a company specializing in voice AI technology, supporting over a billion calls for major clients and enabling a large developer community to build voice agents. The Customer Support Engineer role is integral to ensuring clients can deploy voice assistants smoothly, acting as a technical bridge between customers and engineering teams. The company offers a hybrid work environment in San Francisco and values candidates with strong technical support backgrounds and familiarity with voice and telephony systems.
Day-to-day, the engineer will troubleshoot and resolve support tickets via Slack, email, and Discord, while collaborating with support tiers and engineering to address complex issues. They will also contribute to automation efforts, create support documentation, and relay customer feedback to influence product development. The role demands a proactive, ownership-driven individual with API, scripting, and voice technology experience.
Candidates should have 4-5+ years in technical support or solutions engineering, with skills in APIs, scripting languages like Python or JavaScript, and a keen interest in AI-native voice support. Experience with telephony protocols such as SIP or WebRTC is advantageous but not essential. The position offers an opportunity to shape the future of voice AI, work with a talented team, and grow within a fast-paced, innovative environment.