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 provide advanced technical support for complex customer and platform issues. You will respond to alerts and incidents, troubleshoot outages, lead root-cause analysis, and coordinate resolutions with technical stakeholders. You will document support procedures, mentor support specialists, support enterprise environments, and participate in scheduled 24/7 shift coverage.
Requirements
- 3+ years of enterprise technical support or similar advanced support experience
- Experience troubleshooting Linux systems with command-line tools
- Knowledge of troubleshooting methodologies
- Understanding of enterprise networking concepts
- Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud context
- Customer service and high-pressure communication skills
- Ability to manage shifting priorities in a fast-paced 24/7 operations environment
- Written and verbal communication skills
- English proficiency
Responsibilities
- Respond to customer inquiries and provide technical guidance for complex issues
- Respond to platform alerts and incidents, assess impact, troubleshoot, and escalate appropriately
- Lead incident analysis and root-cause investigations
- Develop corrective and preventive recommendations for platform issues
- Coordinate resolution of platform problems and outages with internal technical teams
- Resolve escalated customer complaints through technical analysis and communication
- Support Technical Support Specialists with diagnosis and resolution strategies
- Create and maintain internal documentation, knowledge base articles, and support procedures
- Support enterprise customer environments involving performance, availability, and configuration
- Set diagnostic standards and support best practices
- Participate in scheduled 24/7 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, paid time off accrual, and PTO rollover
- Increased PTO at three- and ten-year anniversaries
- One-month paid sabbatical every five years
- Annual anniversary bonus
- $500 first-year remote office setup stipend and $400 annual subsequent stipend
- Internet reimbursement up to $75 per month
- Gym membership reimbursement up to $50 per month
- Company-paid Wellable subscription