Customer Support Engineer

Verge.io; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

Verge.io is seeking a Customer Support Engineer to work directly with customers on VergeOS deployments, troubleshooting infrastructure issues, and guiding migrations and optimizations. You will document solutions, contribute to knowledge bases, and help streamline processes using AI tools.

The role emphasizes hands-on Linux, virtualization, and networking expertise, with remote collaboration and on-call rotation as part of the responsibilities. Strong communication with customers is essential.

Qualifications

• Significant experience in technical support or infrastructure engineering.
• Strong Linux administration skills, ideally Debian-based environments.
• Hands-on experience with virtualization technologies (KVM/QEMU).
• Solid understanding of networking concepts and troubleshooting.
• Experience communicating complex technical issues to customers.
• Comfortable working remotely in a fast-moving environment.
• Practical experience using AI to research, troubleshoot, automate, or document.

Responsibilities

• Troubleshoot and resolve issues across the VergeOS platform.
• Manage escalations and complex customer inquiries.
• Guide customers through implementations and migrations.
• Help customers optimize environments and follow best practices.
• Provide guidance for upgrades and maintenance.
• Collaborate with Engineering to resolve complex problems.

Skills

Linux

Virtualization

Networking

Troubleshooting

Communication

Remote work

AI tooling

Education

Computer Science degree (helpful)

Tools

KVM/QEMU

Debian-based Linux

REST APIs

GitHub

Python

Job description

Location: United States

We’re always interested in connecting with experienced Customer Support Engineers who could be a great fit for our team as Verge.io continues to grow.

As a Customer Support Engineer at Verge.io, you’ll work directly with customers to help them deploy, operate, and get the most out of VergeOS, troubleshooting complex infrastructure issues and guiding implementations and migrations along the way. It's a hands-on technical role for someone who enjoys solving hard problems and working directly with people.

You’ll also help turn what you learn into better documentation and repeatable processes, using AI as a practical tool to research issues, analyze logs, and find better ways to solve recurring problems.

The Role

You’ll work directly with customers throughout their experience with VergeOS, from implementation and migration through ongoing support, optimization, and upgrades. That includes:

• Troubleshooting and resolving technical issues across the VergeOS platform
• Managing escalations and complex customer inquiries
• Guiding customers through implementations and migrations
• Helping customers optimize their environments and follow platform best practices
• Providing technical guidance for upgrades, maintenance, and other platform changes
• Partnering with Engineering to investigate and resolve complex technical issues
• Documenting technical solutions and contributing to our internal and customer-facing knowledge base
• Identifying recurring issues and turning solutions into repeatable processes
• Using AI to research issues, analyze information, improve responses, and build more efficient support and deployment workflows
• Participating in an on-call rotation as needed

Who You Are

Successful Customer Support Engineers at Verge.io are technical problem-solvers who genuinely enjoy figuring out how things work, and why they sometimes don't.

You’re comfortable digging into Linux, virtualization, networking, logs, and infrastructure configurations to get to the root of a problem. You can work independently when needed, but you also know when to pull in Engineering or other members of the team.

You’re equally comfortable working with people. You can take a complicated technical issue and explain it clearly to a customer, keep communication moving while an issue is being resolved, and build confidence even when the answer isn't immediately obvious.

You also look beyond the individual ticket. When you solve something, you think about how we can document it, automate it, or improve the process so the next customer, and the rest of the team, benefits from what you learned.

The Experience We’re Looking For

We typically look for:

• Significant experience in technical support, infrastructure engineering, systems administration, or a similarly hands-on technical role
• Strong Linux administration skills, ideally within Debian-based environments
• Hands-on experience with virtualization technologies, including KVM/QEMU or similar platforms
• A strong understanding of networking concepts and experience troubleshooting a variety of network configurations
• Experience troubleshooting complex infrastructure issues and working through problems methodically
• Strong communication skills and the ability to explain technical concepts clearly
• Experience working directly with customers in a technical capacity
• Comfort working independently in a remote, fast-moving environment
• Practical experience using AI in your work, with examples of how it has helped you research, troubleshoot, automate, document, or work more effectively

Additional Experience That’s Valuable

• Experience in any of the following areas can be especially helpful:
• VMware, Nutanix, Hyper-V, or other virtualization platforms
• AWS, Google Cloud, Azure, or other cloud environments
• Scripting or automation using Python, Bash, Go, or similar languages
• REST APIs and systems integrations
• GitHub projects or code samples, particularly projects involving automation or AI-assisted workflows

A degree in Computer Science, Information Technology, or a related field can be helpful, but it isn't required. We value demonstrated technical experience and the ability to solve real-world problems.