Senior Technical Support Engineer
Vultr is an active independent cloud-infrastructure company providing global compute, GPU, bare-metal, storage, Kubernetes, and serverless AI inference services.
About Vultr
Vultr provides globally available cloud infrastructure for developers, enterprises, and AI innovators, including Cloud Compute, Cloud GPU, Bare Metal, Cloud Storage, managed Kubernetes, and serverless inference.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as the final technical escalation point for strategic and VIP customers. You will troubleshoot complex Kubernetes, GPU infrastructure, virtualization, storage, networking, and enterprise-platform issues through resolution, root cause analysis, and preventive recommendations. You will document troubleshooting procedures, train support engineers, support quarterly business reviews, and coordinate with engineering, networking, system administration, and data center teams.
Requirements
- 4+ years of advanced Linux systems troubleshooting experience
- 4+ years of enterprise technical support or advanced support experience in infrastructure as a service or cloud environments
- Demonstrated expertise in Kubernetes and container orchestration, GPU infrastructure, distributed storage, virtualization, or enterprise networking and load balancing
- Troubleshooting methodology for complex non-routine issues
- Experience mentoring, training, or developing other engineers
- Strong English written and verbal communication skills
- Ability to work independently, manage shifting priorities, and support out-of-hours callouts
Responsibilities
- Respond to customer inquiries and provide technical guidance on complex and escalated issues
- Engage strategic customers through email, Slack, video calls, tickets, and live troubleshooting sessions
- Develop and share expertise in Kubernetes, GPU infrastructure, distributed storage, virtualization, or enterprise networking
- Train Technical Support Engineers in advanced Linux troubleshooting and customer architectures
- Author and maintain troubleshooting documentation, runbooks, and knowledge-base content
- Prepare technical inputs for quarterly business reviews and present analysis
- Identify recurring issues and incident patterns and share insights with engineering and account teams
- Own complex escalations through resolution, root cause analysis, and preventive recommendations
- Troubleshoot non-routine issues across Kubernetes, GPU infrastructure, virtualization, storage, and networking
- Maintain knowledge of assigned strategic and VIP customer environments and issue histories
- Coordinate with system administration, engineering, networking, and data center teams to resolve outages
- Provide coverage across EMEA and US business hours and participate in rotating out-of-hours callouts
- Participate in a 24/7 operations environment with scheduled shift coverage
Benefits
- Company-paid medical, dental, and vision insurance premiums
- 401(k) matching up to 4% with immediate vesting
- $2,500 annual professional development reimbursement
- 11 holidays and paid time off accrual with rollover
- Increased paid time off at three- and ten-year anniversaries
- One-month paid sabbatical every five years
- Annual anniversary bonus
- Remote office setup stipend of $500 in the first year and $400 annually thereafter
- Internet reimbursement up to $75 per month
- Gym membership reimbursement up to $50 per month
- Company-paid Wellable subscription