Technical Support Specialist
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Job Description
Technical Support Specialist supporting customers and internal teams to troubleshoot technical issues at Vultr. Collaborating to maintain platform reliability with proactive issue resolution and documentation.
Responsibilities:
- Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels.
- Act as a first responder to platform-level alerts and issues, assessing impact and initiating appropriate troubleshooting and escalation.
- Troubleshoot technical issues by reviewing system data, logs, and platform behavior using established procedures and documentation.
- Identify whether reported issues are related to customer configuration, product functionality, or platform-level events.
- Coordinate with system administrators, engineering teams, network operations, and other internal stakeholders to support issue resolution.
- Escalate incidents appropriately based on severity, service-level objectives, and established escalation frameworks.
- Communicate with remote data center staff via phone to address and resolve operational issues.
- Support the creation and ongoing maintenance of internal and customer-facing documentation, including knowledge base articles, product guides, and troubleshooting procedures.
- Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed.
Requirements:
- Foundational understanding of servers, computing principles, and how infrastructure-as-a-service platforms operate
- Experience with Linux Command Line
- Basic knowledge of enterprise networking concepts sufficient to understand system behavior and assist with troubleshooting
- Strong customer service skills and the ability to communicate clearly in high-pressure situations
- Ability to manage multiple tickets or issues simultaneously while adapting to shifting priorities
- Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences.
- Proficiency in the English language
- Willingness and ability to learn new technologies and follow established processes in an entry-level technical role
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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