Cloud Infrastructure Technical Support Engineer (24/7)

Vultr

Charlotte (NC)

On-site

USD 41,000 - 55,000

Full time

6 days ago

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Benefits offered by this job

401(k) match

Professional development reimbursement

11 holidays + PTO accrual + rollover

Sabbatical every 5 years + anniversary

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Job summary

Vultr seeks a Technical Support Engineer to join its global Technical Support team, providing advanced technical assistance for Vultr’s products and infrastructure and serving as an escalation point for complex issues. You will work with customers, system administrators, and engineering teams to diagnose and resolve platform problems.

You will mentor junior teammates and help improve support processes and documentation while supporting enterprise environments.

Qualifications

3+ years in enterprise technical support or similar advanced role.
Experience with Linux systems and CLI troubleshooting.
Experience supporting enterprise cloud environments and networking concepts.
Excellent customer service and communication under pressure.

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 and root cause investigations, developing recommendations to prevent recurrence.
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 escalation point for Technical Support Specialists, assisting with diagnosis and resolution strategy.
Create, update, and maintain internal documentation and support procedures to improve team effectiveness and consistency.
Assist in maintaining enterprise customer environments, including troubleshooting performance, availability, and configuration issues.
Serve as subject matter expert, setting diagnostic standards and best practices for the support function
Participate in a 24/7 team-based operations environment.