Enterprise Network Automation Tech Support Engineer

Vultr; Iowa Center (IA); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Professional development reimbursement

Holidays & PTO

Sabbatical every 5 years

Remote office stipend

Internet stipend

Gym reimbursement

Job summary

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues and supporting both customers and internal teams in diagnosing and resolving platform‑related problems.

You will respond to customer inquiries, perform advanced troubleshooting on platform‑level issues, and collaborate with engineering, networking, and system administration

Qualifications

• 3+ years in enterprise technical support or a similar advanced role.
• Strong experience with Linux systems and command-line tools.
• Experience with enterprise networking concepts.
• Experience supporting enterprise environments in an infrastructure‑as‑a‑service or cloud context.
• Strong customer service and the ability to communicate effectively under pressure.
• Ability to work independently in a 24/7 operations environment.
• Proficiency with the English language.
• Knowledge of enterprise GPU service delivery is a plus.

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 escalation as needed.
• 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.
• Create, update, and maintain internal documentation and support procedures to improve team effectiveness.
• Support the resolution of escalated customer complaints with technical analysis and timely updates.
• Serve as an escalation point for Technical Support Specialists to aid diagnosis and resolution strategies.
• Participate in a 24/7 team‑based operations environment with rotating shifts.

Skills

Technical support

Linux troubleshooting

Networking concepts

Cloud/IaaS

Customer communication

24/7 operations

English proficiency

GPU service knowledge

Job description

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues and supporting both customers and internal teams in diagnosing and resolving platform‑related problems.

You will respond to customer inquiries, perform advanced troubleshooting on platform‑level issues, and collaborate with engineering, networking, and system administration