Technical Support Engineer

Vultr

1d•$30 - $40

About The Position

Vultr is seeking a Technical Support Engineer to join its Technical Support team, which supports platform reliability and customer experience. The role provides advanced technical support for Vultr products and infrastructure, serves as an escalation point for complex issues, and helps customers and internal teams diagnose and resolve platform-related problems. The engineer works with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and improve support processes and documentation. The role also includes mentoring junior team members and supporting enterprise customer environments.

Requirements

At least 3 years of demonstrated experience in enterprise technical support or a similar advanced support role.
Strong experience working with Linux systems, including advanced use of command-line tools for troubleshooting and investigation.
Solid understanding of troubleshooting methodologies and 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 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 Haves

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

Responsibilities

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, conduct 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 resolution of escalated customer complaints through 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 performance, availability, and configuration issues.
Serve as a 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.

Benefits

100% company-paid premiums for employee medical, dental, and vision plans.
401(k) plan matching 100% of contributions up to 4%, with immediate vesting.
Professional development reimbursement of $2,500 each year.
11 holidays, paid time off accrual, and a rollover plan.
Increased PTO at 3-year and 10-year anniversaries.
One month of paid sabbatical every 5 years.
Annual anniversary bonus.
$500 stipend for remote office setup in the first year and $400 each following year.
Internet reimbursement up to $75 per month.
Gym membership reimbursement up to $50 per month.
Company-paid Wellable subscription.