layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Customer Support Engineer, Senior Manager at Vapi | LAYIQ

30 Day: Master the Stack: Deep-dive into the Vapi stack, mastering nuances of sub-500ms latency, tool-calling, and the Vapi CLI.
Audit Enterprise Operations: Audit the current ticket triage process specifically for enterprise accounts utilizing complex SIP integrations, WebRTC, and custom LLM configurations.
Build trust with the team: Connect with our L1 enterprise support and L2 Support team to find gaps, optimizations, and improve escalation paths.
60 Day: Enterprise SLA Excellence: Formalize and strictly enforce Severity SLAs for paying enterprise customers.
Tier Enforcement: Work with Agent Strategists and FDE to ensure L1 CSEs are not becoming "ad-hoc FDEs" and correctly identify when support requests should be flagged as more complex engagements.
Automation: Collaborate with Product to refine automated testing and Eval suites, turning frequent enterprise friction points into platform features.
90 Day: Team Growth: Own the technical health of the enterprise base and scale the L1 team to handle the increasing volume of complex enterprise deployments.
Knowledge Leadership: Oversee the publication of "God-tier" technical guides and debugging snippets tailored to complex enterprise integrations.
Strategic Feedback: Act as the primary bridge between enterprise stakeholders and core engineering, surfacing technical requirements to continuously improve the platform.
Who You Are: Technically Lethal Leader: 5+ years in technical support or solutions roles, with at least 2 years of experience managing technical teams. You are fluent in REST APIs, webhooks, and event-driven systems.
Enterprise Experienced: You have a proven track record of managing support operations for enterprise accounts and adhering to commercial SLAs.
On-Call & Incident Ownership: Experience owning incident response process for a technical support org, including escalation paths into core engineering and postmortem/RCA discipline for enterprise SLAs.
AI-Native: You understand prompt engineering, structured outputs, and how to optimize them for voice latency. Further, you have built out custom agents/skills to make Support Engineers more effective and are familiar with new Support technologies like Plain, Pylon, etc.
Code-Capable: You can still jump into Python or JavaScript to help your team debug a customer’s middleware or build a production agent.
Voice Fluent: Experience with SIP, WebRTC, or Twilio is preferred - you understand the "plumbing" of a phone call.
Relentlessly Autonomous: You don't wait for a playbook; you write the one that will scale Vapi to its next 1,000 enterprise customers.

Customer Support Engineer, Senior Manager

Employer job description

Vapi (/ˈVɑːpi/):

Why We’re Hiring This Role:

What You’ll Do:

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