Cloud Network Automation Support Engineer

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match up to 4%

Professional development reimbursement

Paid time off & sabbatical program

Remote office stipend

Internet reimbursement

Gym membership reimbursement

Job summary

Vultr is seeking a Technical Support Engineer to join our global team. You will provide advanced technical support for Vultr’s cloud compute and infrastructure products, acting as an escalation point and guiding both customers and internal teams through complex issues.

You'll respond to alerts, conduct deep troubleshooting, coordinate with cross-functional teams, and contribute to knowledge base improvements.

Qualifications

• Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years).
• Strong experience working with Linux systems, including advanced use of command-line tools for troubleshooting and investigation.
• Experience with enterprise networking concepts sufficient to diagnose and support platform-level issues.
• Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context.
• Strong customer service skills and the ability to communicate effectively in high-pressure or time-sensitive situations.
• Ability to work independently, manage shifting priorities, and maintain focus in a fast-paced, 24/7 operations environment.
• Proficiency with the English language.

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, perform root cause investigations, and develop recommendations to prevent recurrence of platform-level issues
• 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 an escalation point for Technical Support Specialists, assisting with diagnosis, troubleshooting approach, and resolution strategy.
• Create, update, and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness and consistency.
• Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration.
• Serve as subject matter expert, setting diagnostic standards and best practices for the support function
• Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.

Skills

Linux

Networking

Customer service

24/7 operations

Escalation handling

Troubleshooting

Communication

English proficiency

Tools

CLI tooling

Job description

Vultr is seeking a Technical Support Engineer to join our global team. You will provide advanced technical support for Vultr’s cloud compute and infrastructure products, acting as an escalation point and guiding both customers and internal teams through complex issues.

You'll respond to alerts, conduct deep troubleshooting, coordinate with cross-functional teams, and contribute to knowledge base improvements.