Senior Technical Support Engineer

Overview

Senior Technical Support Engineer for Vultr’s Technical Support team, acting as the final escalation point for strategic and VIP customers.

What you'll do

• Respond to customer inquiries and provide technical guidance on complex or escalated issues.
• Own technical resolution of incidents for strategic and VIP customers through root cause analysis and preventative recommendations.
• Troubleshoot complex, non-routine issues across Kubernetes, GPU infrastructure, virtualization, storage, and networking.
• Serve as the terminal escalation point for Technical Support escalations on complex platform issues.
• Train other Technical Support Engineers in advanced Linux troubleshooting and strategic account architectures.
• Author and maintain advanced troubleshooting documentation, runbooks, and knowledge base content.
• Coordinate with system administration, engineering, networking, and data center teams to resolve platform-level problems and outages.

What you'll need

• 4+ years deep, demonstrated experience with Linux systems, including advanced command-line troubleshooting.
• 4+ years experience in enterprise technical support (in infrastructure-as-a-service or cloud context) directly supporting enterprise/strategic customers.
• Demonstrated depth in at least one area: Kubernetes/container orchestration, GPU infrastructure/service delivery, distributed storage, virtualization, or enterprise networking/load balancing.
• Experience mentoring, training, or developing other engineers.
• Strong English written and verbal communication for technical conversations under pressure.
• Ability to work independently, manage shifting priorities, and handle out-of-hours callout responsibility.

Details

• Work mode: Remote - United States.