Network Automation Support Engineer (24/7, Enterprise)

Vultr; Boston (MA); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Company-paid employee medical/dental/视

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

Professional Development Reimbursement

Paid Holidays + PTO + Rollover

Sabbatical every 5 years + Anniversary

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Job summary

Vultr is seeking a Technical Support Engineer to join our global customer success team in Boston. You will provide advanced technical support for Vultr’s products and infrastructure, acting as an escalation point for complex issues and mentoring junior engineers.

You’ll work with customers, system administrators, and engineering teams to diagnose and resolve platform problems, contribute to process improvements, and ensure high-quality customer interactions in a fast-paced, 24/7 environment.

Qualifications

• 3+ years in enterprise technical support or similar advanced support role.
• Experience with Linux systems and command-line tools for troubleshooting.
• Experience with enterprise networking concepts to diagnose platform-level issues.
• Experience supporting enterprise environments in an IaaS/cloud context.
• Strong customer service and communication abilities in high-pressure situations.

Responsibilities

• Respond to customer inquiries and provide technical guidance on Vultr products and services.
• Act as first responder to platform-level alerts and incidents, assess impact and escalate as needed.
• Lead complex incident analysis and root cause investigations with preventive recommendations.
• Coordinate with internal teams to resolve platform issues and outages.
• Create and maintain internal documentation and support procedures.
• Support enterprise customer environments including performance and availability issues.
• Mentor junior team members and set diagnostic standards for the team.

Skills

Enterprise support experience

Customer service skills

24/7 shift readiness

Clear English communication

Tools

Linux systems

Networking concepts

Cloud IaaS

Job description

Vultr is seeking a Technical Support Engineer to join our global customer success team in Boston. You will provide advanced technical support for Vultr’s products and infrastructure, acting as an escalation point for complex issues and mentoring junior engineers.

You’ll work with customers, system administrators, and engineering teams to diagnose and resolve platform problems, contribute to process improvements, and ensure high-quality customer interactions in a fast-paced, 24/7 environment.