Technical Support Engineer

Overview

Vultr is seeking a Technical Support Engineer to provide advanced technical support for its cloud products and infrastructure, serving as an escalation point for complex issues within the global customer success team.

What you'll do

• Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues.
• Act as a first responder to platform-level alerts and incidents, assessing impact, performing advanced troubleshooting, and initiating appropriate escalation.
• Lead complex incident analysis, perform root cause investigations, and develop recommendations to prevent recurrence of platform-level issues.
• Coordinate with system administration, engineering, networking, and other internal teams to resolve platform-level problems and outages.
• Recommend corrective and preventive actions based on analysis of platform behavior and incident trends.
• Support the resolution of escalated customer complaints by providing technical analysis, clear communication, and timely updates.
• Serve as an escalation point for Technical Support Specialists, assisting with diagnosis, troubleshooting approach, and resolution strategy.
• Create, update, and maintain internal documentation, knowledge base articles, and support procedures.
• Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration.
• Serve as subject matter expert, setting diagnostic standards and best practices for the support function.
• Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.

What you'll need

• Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years).
• Strong experience working with Linux systems, including advanced use of command-line tools for troubleshooting and investigation.
• Solid understanding of troubleshooting methodologies and the ability to apply them to complex, non-routine technical issues.
• Experience with enterprise networking concepts sufficient to diagnose and support platform-level issues.
• Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context.
• Strong customer service skills and the ability to communicate effectively in high-pressure or time-sensitive situations.
• Ability to work independently, manage shifting priorities, and maintain focus in a fast-paced, 24/7 operations environment.
• Strong written and verbal communication skills.
• Proficiency with the English language.

Nice to have

• Knowledge of enterprise GPU service delivery.
• Familiarity with containers and Kubernetes in an enterprise environment.

Details

• Remote position in the United States.
• Participation in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.
• Compensation: $30 - $40 per hour, with final compensation varying by years of experience, background/skill set, location, and applicable laws.
• Currently accepting applications from candidates residing in: Alabama, Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin.