Network Automation Tech Support Engineer (24/7)

Vultr; Philadelphia (Philadelphia County); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Comprehensive health insurance

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

Professional development reimbursement

11 holidays + PTO accrual + rollover

Sabbatical every 5 years + anniversary

Remote office stipend $500 first year

Internet reimbursement

Gym membership reimbursement

Job summary

Vultr is seeking a Technical Support Engineer to join our global Technical Support team, delivering advanced technical support for Vultr products and infrastructure, and acting as escalation point for complex issues.

You will collaborate with customers, system administrators, and engineering, lead incident analysis, mentor teammates, and contribute to documentation while supporting enterprise environments in a 24/7 operations setting.

Qualifications

• 3+ years in enterprise technical support or similar role.
• Linux systems experience with CLI troubleshooting.
• Experience with enterprise networking concepts.
• Experience supporting enterprise environments in cloud/IaaS context.
• Strong customer-service skills under pressure.
• Proficiency in English.
• Knowledge of enterprise GPU service delivery is a plus.

Responsibilities

• Respond to customer inquiries and provide technical guidance for Vultr products and services.
• Act as first responder to platform-level alerts and incidents, assess impact and escalate as needed.
• Lead complex incident analysis, perform root cause investigations, and recommend preventive actions.
• Coordinate with system administration, engineering, networking, and other teams to resolve platform issues and outages.
• Contribute to internal documentation, knowledge base, and support procedures.
• Support enterprise customer environments, including performance, availability, and configuration issues.
• Serve as SME, setting diagnostics standards and best practices for the support function.
• Participate in 24/7, team-based operations with shift coverage.

Skills

Enterprise tech support

Linux expertise

Networking concepts

Cloud/infrastructure

Customer service

24/7 operations

English proficiency

Tools

CLI tools

Networking equipment

Job description

Vultr is seeking a Technical Support Engineer to join our global Technical Support team, delivering advanced technical support for Vultr products and infrastructure, and acting as escalation point for complex issues.

You will collaborate with customers, system administrators, and engineering, lead incident analysis, mentor teammates, and contribute to documentation while supporting enterprise environments in a 24/7 operations setting.