Cloud & Enterprise Technical Support Engineer (24/7)

Vultr; Alabama; On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with immediate vesting

Professional Development Reimbursement

Paid time off and sabbatical program

Remote office setup stipend

Internet reimbursement

Job summary

Vultr is seeking a Technical Support Engineer to join our global customer success team. You will provide advanced technical support for Vultr’s products, serving as an escalation point for complex issues and mentoring junior team members.

You will work with customers, system admins, and engineers to diagnose platform problems and improve support processes and documentation, including enterprise environments and 24/7 shift coverage.

Qualifications

• 3+ years in enterprise technical support or similar advanced role.
• Strong Linux troubleshooting and command-line proficiency.
• Solid understanding of troubleshooting methodologies for complex issues.
• Experience supporting enterprise environments in cloud/IaaS contexts.
• Excellent customer service and clear communication under pressure.
• Familiarity with containers and Kubernetes is a plus.

Responsibilities

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as first responder to platform-level alerts, assess impact and initiate escalation.
• Lead incident analysis, perform root cause investigations, and recommend preventive actions.
• Coordinate with system admins, engineering, and networking teams to resolve outages.
• Create and maintain internal docs and knowledge base for the team.
• Support enterprise environments, troubleshoot performance and configuration issues.

Skills

Linux systems

Troubleshooting

Networking concepts

Customer service

English communication

Kubernetes familiarity

Tools

Kubernetes

Job description

Vultr is seeking a Technical Support Engineer to join our global customer success team. You will provide advanced technical support for Vultr’s products, serving as an escalation point for complex issues and mentoring junior team members.

You will work with customers, system admins, and engineers to diagnose platform problems and improve support processes and documentation, including enterprise environments and 24/7 shift coverage.