Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer serving Vultr’s strategic customers. Resolving complex Linux, Kubernetes, GPU, storage, virtualization, and networking issues for a global cloud infrastructure company.
Responsibilities:
- Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues
- Engage directly with strategic customers via email, Slack, Zoom, Google Meet, tickets, and video conference
- Develop and maintain deep expertise in an assigned technical domain
- Transfer technical expertise to fellow Senior Technical Support Engineers
- Train Technical Support Engineers in advanced Linux troubleshooting and strategic/VIP account architectures
- Author and maintain advanced troubleshooting documentation, runbooks, and knowledge base content
- Prepare technical inputs for quarterly business reviews and attend QBRs to present and discuss analysis
- Identify recurring issues and incident patterns and share insights with engineering and account teams
- Serve as the terminal technical escalation point for strategic and VIP accounts
- Own incident resolution through root cause analysis and preventative recommendations
- Troubleshoot complex issues across Kubernetes, GPU infrastructure, virtualization, storage, and networking
- Act as named technical lead for an assigned subset of strategic and VIP accounts
- Participate in retrospectives and live troubleshooting sessions
- Coordinate with system administration, engineering, networking, and data center teams on platform problems and outages
- Provide coverage across EMEA and US business hours
- Serve as a rotating out-of-hours callout resource
- Participate in a 24/7 team-based operations environment with scheduled shift coverage
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: Kubernetes and container orchestration; GPU infrastructure and service delivery; distributed storage; virtualization technologies; enterprise networking and load balancing
- Ability to teach a technical domain to peers and build working competence in other domains
- Solid grasp of troubleshooting methodologies and 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
- Ability to hold a technical conversation from administrator to 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
- Must be located in the United States
- Must be legally authorized to work in the United States
- Must not require employment visa sponsorship
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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