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Mid LevelFull-timeRustREST APIAIAPI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join Vapi, a platform for deploying voice agents. As enterprise adoption grows, we need fast, technically credible frontline support to protect uptime and customer trust.
Key Responsibilities
- βLearn Vapiβs API surface area, common integration patterns, and production deployment workflows.
- βOwn front-line enterprise ticket triage with a focus on resolving most tickets within 30 minutes.
- βAchieve strong L1 resolution rate (70%+) with consistent SLA adherence.
- βActively improve support workflows, automation triggers, and routing logic.
- βContribute to SLA automation initiatives (Tasker, Slack bots, routing improvements).
- βStrengthen documentation to reduce repeat issues and increase team velocity.
Requirements
- β4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company.
- βStrong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging.
- βExperience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management.
- βClear communicator who can explain technical root causes to customers without unnecessary jargon.
- βHighly organized with strong documentation habits and thorough ticket hygiene.
- βComfortable in fast-paced environments where enterprise production systems are at stake.
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