Cloud Technical Support Engineer - 24/7 Enterprise

Vultr; Guin (AL); Vor Ort; USD 41.000 - 55.000; Vollzeit

Benefits dieser Stelle

Premium health insurance

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

Professional development reimbursement

11 holidays + PTO with rollover

Sabbatical after 5 years + anniversary

Remote office stipend $500 first year,

Internet reimbursement up to $75/mo

Gym membership up to $50/mo

Wellable subscription

Zusammenfassung

Vultr is seeking a Technical Support Engineer to join our global Technical Support team, delivering advanced technical assistance for cloud products and infrastructure. You will troubleshoot complex issues, coordinate with multiple internal teams, and mentor junior staff to raise overall support quality.

You will troubleshoot platform-level problems, respond to alerts, document procedures, and contribute to improving support processes while helping enterprise customers maintain high performance

Qualifikationen

• 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
• Solid understanding of troubleshooting methodologies and the ability to apply them to complex issues
• 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 situations
• Ability to work independently, manage shifting priorities in a 24/7 environment
• Strong written and verbal communication skills
• Proficiency with the English language
• Knowledge of enterprise GPU service delivery is a plus
• Familiarity with containers and Kubernetes in an enterprise environment is a plus

Aufgaben

• 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 and troubleshooting approach
• 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

Kenntnisse

3+ years experience

Linux systems

Troubleshooting methodologies

Enterprise networking concepts

Customer service

Communication skills

Working in 24/7 operations

English proficiency

GPU service knowledge (plus)

Containers/Kubernetes (plus)

Tools

Kubernetes

Containers

Command-line tools (Linux)

Jobbeschreibung

Vultr is seeking a Technical Support Engineer to join our global Technical Support team, delivering advanced technical assistance for cloud products and infrastructure. You will troubleshoot complex issues, coordinate with multiple internal teams, and mentor junior staff to raise overall support quality.

You will troubleshoot platform-level problems, respond to alerts, document procedures, and contribute to improving support processes while helping enterprise customers maintain high performance