Network Automation Support Engineer (Cloud Infrastructure)

Vultr; Missouri; À distance; USD 41 000 - 55 000; Plein temps

Avantages offerts par ce poste

100% company-paid insurance premiums

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

Professional Development Reimbursement

11 Holidays + PTO + Rollover

Sabbatical every 5 years + Salary bns

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Résumé du poste

Vultr is hiring a Technical Support Engineer to join our global Technical Support team. You will deliver advanced technical support for Vultr products and infrastructure, serving as an escalation point for complex issues and assisting customers and internal teams with diagnosing platform-level problems.

You will respond to inquiries, lead incident analysis, coordinate cross-team efforts, and create documentation to improve support quality.

Qualifications

• Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years)
• Strong experience working with Linux systems, including advanced use of command-line tools
• Experience with enterprise networking concepts sufficient to diagnose and support platform-level issues
• Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context
• Strong customer service skills and the ability to communicate effectively in high-pressure or time-sensitive situations
• Ability to work independently, manage shifting priorities, and maintain focus in a fast-paced, 24/7 operations environment
• Proficiency with the English language
• Knowledge of enterprise GPU service delivery is a plus

Responsabilités

• 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.

Connaissances

Linux

Command-line

Networking

Customer service

English

Description du poste

Vultr is hiring a Technical Support Engineer to join our global Technical Support team. You will deliver advanced technical support for Vultr products and infrastructure, serving as an escalation point for complex issues and assisting customers and internal teams with diagnosing platform-level problems.

You will respond to inquiries, lead incident analysis, coordinate cross-team efforts, and create documentation to improve support quality.