24/7 Cloud Support Engineer

Vultr; New York (NY); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

401(k) plan with 100% match up to 4%

Professional Development Reimbursement

11 Holidays + PTO accrual

Sabbatical after 3/10 years + annual

Remote office stipend

Internet reimb. up to $75/mo

Gym membership reimbursement

Wellable subscription

Job summary

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr products and infrastructure, acting as an escalation point for complex issues and supporting customers and internal teams in diagnosing and resolving platform-related problems.

You will mentor junior colleagues and support enterprise customer environments, coordinating with cross-functional teams to improve support processes and documentation.

Qualifications

• 3+ years in enterprise technical support or similar advanced support role.
• Strong experience with Linux systems and advanced CLI troubleshooting.
• Solid troubleshooting methodologies for complex, non-routine issues.
• Experience with enterprise networking concepts to diagnose platform-level issues.
• Experience supporting enterprise environments in IaaS or cloud context.
• Strong customer service skills and ability to communicate under pressure.
• Ability to work independently in a 24/7 operations environment.
• Proficiency in written and spoken English.
• Knowledge of enterprise GPU service delivery is a plus.
• Familiarity with containers and Kubernetes in enterprise environments is a plus.

Responsibilities

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as a first responder to platform-level alerts and incidents, assess impact and troubleshoot.
• Lead complex incident analysis and root-cause investigations with preventive recommendations.
• Coordinate with system administration, engineering, networking and other teams to resolve platform issues.
• Recommend corrective and preventive actions based on incident analysis.
• Support resolution of escalated customer complaints with technical analysis and clear communication.
• Serve as escalation point for Technical Support Specialists and guide troubleshooting approaches.
• Create, update, and maintain internal documentation and support procedures.
• Assist in maintaining enterprise customer environments with performance and availability issues.
• Serve as subject matter expert setting diagnostic standards for the support function.
• Participate in 24/7 team-based operations with scheduled shift coverage.

Tools

Linux

Networking

Containers

Kubernetes

Cloud infrastructure

Job description

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr products and infrastructure, acting as an escalation point for complex issues and supporting customers and internal teams in diagnosing and resolving platform-related problems.

You will mentor junior colleagues and support enterprise customer environments, coordinating with cross-functional teams to improve support processes and documentation.