Network Automation Engineer - 24/7 Enterprise Tech Support

Vultr; Phoenix (AZ); On-site; USD 41,000 - 55,000; Full time

Job summary

Vultr is hiring a Technical Support Engineer to join our global customer success team. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point and assisting enterprise customers alongside internal teams.

You will troubleshoot complex issues, coordinate resolutions, mentor junior staff, and help improve support processes and documentation in a 24/7 operations environment. Strong Linux, networking, and English skills are required.

Qualifications

• 3+ years in enterprise technical support or similar role.
• Strong experience with Linux systems for troubleshooting.
• Experience with enterprise networking concepts.
• Experience supporting enterprise environments in IaaS/cloud context.
• Strong customer service and communication under pressure.
• Ability to work independently in a 24/7 environment.
• Proficiency with English.
• Knowledge of enterprise GPU service delivery is a plus.

Responsibilities

• Respond to customer inquiries and provide technical guidance on Vultr products and services.
• Act as first responder to platform-level alerts, assess impact, and escalate as needed.
• Lead incident analysis, root cause investigations, and preventive recommendations.
• Coordinate with system administration, engineering, and networking teams to resolve issues.
• Recommend corrective actions based on incident trends.
• Support resolution of escalated customer complaints with clear communication.
• Serve as escalation point for Technical Support Specialists.
• Create and maintain internal documentation and support procedures.
• Assist in maintaining enterprise customer environments and configurations.
• Set diagnostic standards and best practices for the support function.
• Participate in a 24/7 team-based operations environment with shift coverage.

Skills

Enterprise support

Linux systems

Networking concepts

Customer service

Troubleshooting

English proficiency

24/7 operations

Cloud IaaS

Job description

Vultr is hiring a Technical Support Engineer to join our global customer success team. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point and assisting enterprise customers alongside internal teams.

You will troubleshoot complex issues, coordinate resolutions, mentor junior staff, and help improve support processes and documentation in a 24/7 operations environment. Strong Linux, networking, and English skills are required.