Global Cloud Infrastructure Technical Support Engineer

Vultr; Providence (RI); Presencial; USD 41.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Professional Development Reimbursement

Holidays + PTO accrual+ rollover

Sabbatical after 3/10 years + 1 month

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Descripción de la vacante

Vultr is seeking a Technical Support Engineer to join our global customer success team. You’ll provide advanced technical support for Vultr’s products and infrastructure, acting as an escalation point and working with customers, system administrators, and engineering to diagnose and resolve platform-related problems.

In this role, you’ll mentor junior staff, support enterprise environments, and contribute to continuous improvements in support processes and documentation.

Formación

• 3+ years in enterprise technical support or similar advanced role.
• Strong Linux command-line troubleshooting skills.
• Experience supporting enterprise environments in IaaS/cloud contexts.
• Excellent customer service and communication under pressure.

Responsabilidades

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as first responder to platform-level alerts and incidents, assess impact, troubleshoot, and escalate as needed.
• Lead complex incident analysis, perform root cause investigations, and propose preventive actions.
• Coordinate with system admins, engineering, networking, and other teams to resolve platform issues.
• Create, update, and maintain internal docs and support procedures to improve team effectiveness.
• Mentor junior team members and support enterprise customer environments.

Conocimientos

Linux systems

Troubleshooting

Enterprise networking

Cloud/IaaS experience

Customer service

Written and verbal communication

Incident management

Documentation

Herramientas

Kubernetes

Descripción del empleo

Vultr is seeking a Technical Support Engineer to join our global customer success team. You’ll provide advanced technical support for Vultr’s products and infrastructure, acting as an escalation point and working with customers, system administrators, and engineering to diagnose and resolve platform-related problems.

In this role, you’ll mentor junior staff, support enterprise environments, and contribute to continuous improvements in support processes and documentation.