Technical Support Engineer
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Job Description
Technical Support Engineer providing advanced technical support for Vultr’s cloud infrastructure. Working closely with customers and internal teams to solve complex issues effectively.
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, perform 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.
- Recommends corrective and preventive actions based on analysis of platform behavior and incident trends
- Support the resolution of escalated customer complaints by providing 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 to improve team effectiveness and consistency.
- Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration.
- Serve as 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.
Requirements:
- Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years)
- Strong experience working with Linux systems, including advanced use of command-line tools for troubleshooting and investigation
- Solid understanding of troubleshooting methodologies and the 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 the 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
- Knowledge of enterprise GPU service delivery is a plus
- Familiarity with containers and Kubernetes in an enterprise environment is a plus
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
- Commitment matters to Vultr! 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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