• Own day-to-day IT support for the internal team through our ticketing system, ensuring issues are resolved quickly and effectively. • Manage employee onboarding and offboarding processes, including device setup, account provisioning, access control, and maintaining accurate access records. • Support end users across tools such as Microsoft 365, Google Workspace, Slack, Notion, Jira, and other business-critical systems. • Act as the technical point of coordination with our managed service providers (MSPs) and third-party contractors, tracking delivery, escalating priorities, and providing technical direction where needed. • Troubleshoot infrastructure issues such as VPN connectivity, remote access, networking, email delivery, and device management. • Maintain and improve internal systems reliability, security, and operational efficiency across a distributed environment. • Work closely with the integration team to assess the technology stack of acquired agencies and centralise technical assets. • Support migrations from legacy environments, including on-premise Windows servers, websites, email systems, domains, hosting, file storage, and user accounts. • Connect newly acquired agencies to Dwelly’s core platforms including payment systems, referencing providers, and operational tools while minimising disruption during transition. • Administer and optimise internal tools including Jira, Slack, Notion, Microsoft 365, Azure, Intune, Google Workspace, and related SaaS systems. • Identify repetitive manual processes and automate them through scripting, APIs, workflows, or AI tools wherever possible. • Continuously improve support operations, documentation, access management, and system scalability to support Dwelly’s rapid growth.

About Vercel:Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web. Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story: You can just ship things. About the Role Reporting to the Manager, Customer Support Engineering, you’ll resolve customer concerns, create and improve internal tooling, and engineer solutions that help Vercel customers get the most out of the platform. We’re seeking a deeply technical engineer with relevant support experience who can specialize in multiple core domains while partnering across teams to drive great outcomes. You’re an excellent communicator who earns customer trust, understands complex systems quickly, and enjoys digging deep to find and resolve root causes. You’re comfortable participating in an occasional weekend or holiday on-call rotation (scheduled in advance) as part of our global coverage model. If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you’re located beyond that distance, the role is fully remote. For location-specific details, please connect with our recruiting team. What You Will Do - Solve interesting, technically complex cases for Vercel customers. - Troubleshoot issues alongside Engineering; identify and drive fixes and mitigations. - Partner with Product, Solutions, and Customer Success to provide guidance internally and externally. - Develop and improve internal tools and scripts that increase team efficiency. - Specialize in a given product area (v0) and act as a domain owner within the team. - Improve existing documentation and create new runbooks, guides, and internal processes. - Assist Customer Success Managers with Enterprise requests and escalations. About You - You lead by example and provide feedback to mentor other members of the team. - You have hands-on experience using Vercel and v0 as a platform. - You have modern development and architecture experience in the AI or web space (e.g., building LLM-powered apps, web services, or production web applications) and can explain these concepts to others. - You have prior customer support experience in a technical role: troubleshooting customer cases, writing clear solutions, and proactively problem-solving. - You enjoy engineering solutions to resolve root causes of recurring problems. - You have strong written and verbal communication; able to explain complex systems clearly. - You are comfortable working with a fully remote, globally distributed team. - You have a passion for delivering a customer experience second to none. - You are willing to participate in a weekend/holiday on-call rotation. Bonus If You: - Have frontend development experience (e.g., React/Next.js). - Enjoy technical writing for public docs or developer education. - Have experience automating workflows with agentic services.

• Deliver outstanding technical support via emails and phone calls; • Troubleshoot complex technical issues; • Provide technical support with networking, cloud products; • Escalate incidents clearly, including impact, timeline, and reproduction steps; • Ensure smooth troubleshooting for customer events, while working closely with internal teams.

• Provide excellent customer service, every day, without exception, by accomplishing the following daily operational goals: • Work collaboratively within a tier 2 customer operations team to support a variety of services and equipment including Hosted Voice, SIP, SD-WAN services, professional/IT services, copper POTs services, and voice/data over multiple connection types including internet, managed circuits, LTE, and MPLS. • Provide problem identification, resolution, and after-action reports for continued cross training and incident response improvement • Navigate multiple CRMs and/or ticketing systems to appropriately manage and gather data • Troubleshoot complex network environments, products, and service issues, including 3rd party: Hardware, Circuits, and Legacy Copper POTS Lines - Examples: VPN, MPLS, BGP Peering, etc. • Expected to log into a call queue and handle customer and vendor calls with a positive problem-solving attitude • Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for follow up and when necessary, escalation to Tier III Tech Support using Ticket classification Guidelines • Properly document in OSS system call purpose and resolution • Utilize online resources and internal knowledge base software such as “ProcedureFlow” to resolve customer troubles • Manage relationships between vendors, internal resources, and customers via phone, ticketing system/portal, email, and/or chat • Participate in continuing education and training for new products and services • Must follow predefined guidelines, protocols, and procedures as directed • Consult with Tier III, lead, supervisor, or manager as needed for problem resolutions • Be available to work any shift in a 24x7 call center environment • Level 2 on-call responsibilities at logged hourly time for work performed • Flexibility to perform additional tasks or duties outside of normal daily activities • This could include participating in a Tier 1 support role, service delivery capacity or professional services support environment