Senior Technical Support Engineer
About The Position
Vultr is seeking a Senior Technical Support Engineer to join our Technical Support team and serve as the senior technical resource for Vultr’s strategic and VIP customers. In this role, you will act as the final technical escalation point for these accounts, taking ownership of the most complex issues across Kubernetes, GPU infrastructure, and the wider enterprise stack, and driving them through resolution and root cause analysis. The ideal candidate combines senior Linux System Administer technical skill with customer facing Technical Support experience, willing to troubleshoot the most complex issues directly with our most demanding customers. This is a highly visible role in a high-growth technology company, which will require a candidate that is technically driven, detail-oriented, and customer obsessed with strong communication skills. Outside of active escalations, you will focus on building the capability of the wider support organization writing advanced troubleshooting documentation, training Technical Support Engineers in advanced Linux and in the architectures of our strategic accounts, and developing depth in an assigned technical domain that you share with the rest of the Senior Technical Support Engineer team.
Requirements
- Deep, demonstrated experience with Linux systems, including advanced command-line troubleshooting and investigation (4+ years)
- Experience in enterprise technical support or a similar advanced support role, directly supporting enterprise or strategic customers in an infrastructure-as-a-service or cloud context (4+ years)
- Demonstrated depth in at least one of the following, with the ability to teach it to peers and to build working competence in the others: Kubernetes and container orchestration, GPU infrastructure and service delivery, Distributed storage, Virtualization technologies, Enterprise networking and load balancing
- Solid grasp of troubleshooting methodologies and the ability to apply them to complex, non-routine issues
- Experience mentoring, training, or otherwise developing the technical capability of other engineers
- Strong English written and verbal communication, able to hold a technical conversation with anyone from an administrator to an executive sponsor in high-pressure situations
- Ability to work independently and manage shifting priorities in a fast-paced operations environment with out-of-hours callout responsibility
- Strong written and verbal communication skills
- Strong proficiency with the English language
Responsibilities
- Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues.
- Directly engage with strategic customers via email, Slack, Zoom, Google Meet, and other channels.
- Develop and maintain deep expertise in an assigned technical domain — such as Kubernetes, GPU infrastructure, distributed storage, virtualization, or enterprise networking — and transfer that expertise to fellow Senior Technical Support Engineers so the team carries redundant depth.
- Train Technical Support Engineers in advanced Linux troubleshooting and in the architectures of Vultr’s strategic and VIP accounts.
- Author and maintain advanced troubleshooting documentation, runbooks, and knowledge base content.
- Support Customer Success Managers by preparing the technical inputs for quarterly business reviews, and attend QBRs to present and discuss that analysis.
- Identify recurring issues and incident patterns across strategic accounts, and feed those insights to engineering and account teams to reduce repeat impact.
- Serve as the terminal technical escalation point within Technical Support for strategic and VIP accounts, taking ownership of complex issues escalated by Technical Support Engineers, driving them to resolution.
- Own the technical resolution of incidents affecting strategic and VIP customers, remaining owner through root cause analysis and preventative recommendation.
- Troubleshoot complex, non-routine issues across the enterprise stack — Kubernetes, GPU infrastructure, virtualization, storage, and networking.
- Act as named technical lead for an assigned subset of strategic and VIP accounts, maintaining working knowledge of each customer’s environment and issue history to accelerate diagnosis, while sharing responsibility with the team for the full portfolio.
- Engage directly with strategic customers via tickets, email, Slack, and video conference, and participate in retrospectives and live troubleshooting sessions.
- Coordinate with system administration, engineering, networking, and data center teams to resolve platform-level problems and outages.
- Provide coverage aligned to peak strategic and VIP activity across EMEA and US business hours, and serve as an out-of-hours callout resource on a rotating basis for incidents the on-shift team cannot resolve.
- Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.
Benefits
- 100% company-paid insurance premiums for employee medical, dental and vision plans.
- 401(k) plan that matches 100% up to 4%, with immediate vesting
- Professional Development Reimbursement of $2,500 each year
- 11 Holidays + Paid Time Off Accrual + Rollover Plan
- Increased PTO at 3 year and 10 year anniversary
- 1 month paid sabbatical every 5 years
- Anniversary Bonus each year
- $500 stipend for remote office setup in first year + $400 each following year
- Internet reimbursement up to $75 per month
- Gym membership reimbursement up to $50 per month
- Company paid Wellable subscription
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
