Senior Technical Support Engineer

Jobtailor; Deutschland; Remote; EUR 103.000 - 129.000; Vollzeit

Zusammenfassung

Jobtailor seeks an experienced Senior Technical Support Engineer to guide strategic and VIP accounts, resolving complex Linux- and cloud-related issues. You will mentor peers, author runbooks, and contribute to knowledge bases while coordinating with global teams.

Responsibilities include leading incident analysis, participating in QBRs, and ensuring escalation is efficient across Kubernetes, virtualization, GPU, and storage domains. Roles require independent work and after-hours coverage.

Qualifikationen

• 4+ years Linux troubleshooting and administration experience.
• 4+ years supporting enterprise or strategic customers in cloud/infra context.
• Ability to mentor peers and transfer knowledge to others.
• Proficient in diagnosing complex issues using structured methodologies.
• Strong English written and verbal communication; able to engage with executive sponsors.
• Ability to work independently in a fast-paced, shift-based environment.

Aufgaben

• 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

Kenntnisse

Linux expertise

Enterprise support

Mentoring & training

Troubleshooting methodologies

English communication

Independent work

Executive-level communication

Tools

Slack

Zoom

Google Meet

Video Conference Tools

Knowledge Base Systems

Jobbeschreibung

• 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

Core Competencies

Demonstrates deep expertise in Linux systems and advanced troubleshooting methodologies, with a strong ability to mentor and train others in technical domains. Capable of managing complex technical issues for strategic and VIP accounts while effectively communicating with stakeholders at all levels.

Highest-signal resume keywords

• Linux Systems Expertise
• Kubernetes and Container Orchestration
• Advanced Troubleshooting Methodologies
• Technical Mentoring and Training
• Enterprise Technical Support Experience

Hard Skills

• Advanced Command-Line Troubleshooting
• GPU Infrastructure
• Virtualization Technologies
• Distributed Storage
• Enterprise Networking
• Load Balancing
• Root Cause Analysis
• Incident Resolution
• Technical Documentation
• Troubleshooting Complex Issues

Soft Skills

• Strong English Communication
• Ability to Work Independently
• Adaptability to Shifting Priorities
• High-Pressure Technical Conversations
• Mentoring and Training Skills

Industry Keywords

• Infrastructure-as-a-Service
• Cloud Context
• Technical Support
• Strategic Customers
• 24/7 Operations Environment

Tools & Technologies

• Slack
• Zoom
• Google Meet
• Video Conference Tools
• Knowledge Base Systems