As an IT Support Engineer, you will assist employees with IT challenges while ensuring stable operations. Work between onsite and remote support for the company.
About the role
- Technical Support Engineer assisting third-party providers with integration on Vercel Marketplace. Collaborating with developers and improving user experiences in a hybrid work environment.
Responsibilities
- Provide technical guidance to providers’ developers on best practices for integrating with our APIs and utilizing our functionality
- Troubleshoot issues from providers and customers. Escalate to engineering teams with detailed technical context, impact assessment, and reproduction steps
- Build and improve AI agents to streamline common support questions and automate responses for frequent integration issues
- Develop internal tools to automate provider workflows that are currently unavailable in our product, providing feedback on recurring patterns and advocating for feature improvements
- Create and maintain technical documentation for provider onboarding, integration patterns, and troubleshooting guides
- Since we view every support escalation as an opportunity to learn, you will play a critical role in providing feedback and influencing our product roadmap
Requirements
- 3+ years of work experience in developer-focused support or engineering roles
- You enjoy engineering solutions to resolve root causes of recurring problems
- Experience writing scripts or internal tools using APIs, and functional knowledge of SQL for analyzing usage patterns and troubleshooting integration issues
- Familiarity programming in one of TypeScript, Python, or Ruby
- Strong written and verbal communication skills
- A mindset of customer empathy and ability to solve challenging problems.
Benefits
- Competitive compensation package, including equity.
- Inclusive Healthcare Package.
- Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
- Flexible Time Off.
- We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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