Enterprise Network Automation Tech Support Engineer

Vultr; Pennsylvania; Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Professional development

Holidays and PTO

Sabbatical after years

Remote office stipend

Internet reimbursement

Gym reimbursement

Job summary

Vultr seeks a Technical Support Engineer to join our 24/7 global team. You will provide advanced technical guidance, handle escalations, diagnose platform issues, and collaborate with engineering and network teams to restore service.

Applicants should have 3+ years in enterprise technical support, deep Linux skills, and experience with cloud or IaaS environments. Strong customer service and English proficiency are essential.

Qualifications

• 3+ years in enterprise technical support or similar role.
• Strong Linux experience with advanced command-line usage.
• Experience with enterprise networking concepts.
• Experience supporting enterprise cloud or infrastructure-as-a-service environments.
• Strong customer service and communication under pressure.
• Ability to work independently in a 24/7 environment.
• Proficiency in English.
• 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 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

Technical support

Linux

Networking

Customer service

English

Cloud/IaaS

GPU service

Job description

Vultr seeks a Technical Support Engineer to join our 24/7 global team. You will provide advanced technical guidance, handle escalations, diagnose platform issues, and collaborate with engineering and network teams to restore service.

Applicants should have 3+ years in enterprise technical support, deep Linux skills, and experience with cloud or IaaS environments. Strong customer service and English proficiency are essential.