Network Automation Tech Support Engineer

Vultr; Montana City (MT); Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

Health insurance premium-covered

401(k) match up to 4%

Dev reimbursement $2,500/year

Holidays & PTO accrual

Sabbatical after 3/10 years + annual周年

Remote setup stipend $500 first year +

Internet allowance up to $75/month

Gym reimbursement up to $50/month

Job summary

Vultr is hiring a Technical Support Engineer to join our global support team. You will deliver advanced technical assistance for Vultr products and infrastructure, acting as an escalation point for complex issues and guiding internal teams toward rapid resolution.

You will respond to inquiries, analyze platform incidents, and drive root-cause investigations while collaborating with system admins, engineers, and network specialists.

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 for troubleshooting and investigation.
• 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.

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

Years in support (3+)

Customer service

English proficiency

24/7 work readiness

Linux CLI

Networking concepts

Cloud/infra experience

Job description

Vultr is hiring a Technical Support Engineer to join our global support team. You will deliver advanced technical assistance for Vultr products and infrastructure, acting as an escalation point for complex issues and guiding internal teams toward rapid resolution.

You will respond to inquiries, analyze platform incidents, and drive root-cause investigations while collaborating with system admins, engineers, and network specialists.