🛠 Tech Stack

💼 About This Role

You'll build and manage an L1 support engineering team for enterprise voice AI customers at Vapi. Your team's efficiency will directly protect Net Revenue Retention by resolving technical friction. You'll serve as the strategic bridge between enterprise stakeholders and core engineering.

🎯 What You'll Do

• Master the Vapi stack and nuances of sub-500ms latency
• Audit enterprise ticket triage for SIP, WebRTC, custom LLMs
• Formalize and enforce Severity SLAs for enterprise customers
• Scale the L1 team and publish technical guides for integrations

📋 Requirements

• 5+ years in high-intensity technical support or solutions roles
• 2+ years managing technical teams
• Fluent in REST APIs, webhooks, and event-driven systems
• Experience with enterprise SLAs and support operations

✨ Nice to Have

• Experience with SIP, WebRTC, or Twilio
• Proficiency in Python or JavaScript for debugging
• Understanding of prompt engineering and voice latency optimization

🎁 Benefits & Perks

• 🏖️ Unlimited PTO with ~20 days encouraged
• 📈 Stock options (equity ownership)
• 🏥 Medical, dental, and vision coverage
• 💻 $10k annual L&D budget
• 🍽️ Catered meals and commuter support

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min