Customer Support Engineer, Senior Manager
Core
Senior Manager leading L1 Support Engineering for enterprise accounts, ensuring technical stability and driving product feedback for a Voice AI platform.
Role type
Senior Manager, Engineering-led Customer Support
Builds
Enterprise Voice AI deployments for high-value clients
Domain
Voice AI, LLMs, STT, TTS, Telecommunications
Deliverable
client delivery
Required skills
Technical leadership, Enterprise account management, REST APIs, Webhooks, Event-driven systems, Python, JavaScript, SIP, WebRTC, Twilio, Prompt engineering
Preferred skills
Voice call plumbing expertise, Product roadmap influence
Technologies
Vapi CLI, WebRTC, SIP, Twilio, Python, JavaScript
Responsibilities
Manage L1 Support Engineering team for enterprise accounts, Enforce SLAs for P1/P2 issues, Bridge enterprise feedback to core engineering, Scale L1 team, Publish technical guides
Seniority
Senior, hands-on IC with management responsibilities