Network Automation Technical Support Engineer (24/7)

Vultr; Vermont; On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401(k) matching up to 4%

Professional Development reimbursement

Holidays + PTO + rollover

Sabbatical every 5 years + Anniversary

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Job summary

Vultr is hiring a Technical Support Engineer to join our Global Technical Support team. You will provide advanced technical support for Vultr’s cloud products and infrastructure, acting as an escalation point for complex issues and guiding both customers and internal teams in diagnosing platform-level problems.

You will respond to inquiries, manage platform alerts, perform root cause analyses, and coordinate with cross-functional teams to resolve outages while improving documentation and

Qualifications

• 3+ years of experience in enterprise technical support or similar advanced role.
• Strong Linux experience with command-line tools for troubleshooting.
• Experience diagnosing and resolving platform-level issues in cloud/IaaS contexts.
• Experience supporting enterprise customer environments in a cloud context.
• Excellent communication skills under pressure and in time-sensitive situations.
• Ability to work independently in a fast-paced, 24/7 environment.
• Proficiency in English; GPU service knowledge is a plus.

Responsibilities

• Respond to customer inquiries and provide guidance on Vultr products and services, including escalated issues.
• Act as first responder to platform alerts and incidents, assess impact, troubleshoot, and escalate as needed.
• Lead incident analysis and root cause investigations with remediation recommendations.
• Coordinate with sysadmin, engineering, and networking teams to resolve outages.
• Recommend corrective and preventive actions based on incident trends.
• Support resolution of escalated customer complaints with clear technical analysis and updates.
• Serve as escalation point for Technical Support Specialists and define troubleshooting strategies.
• Create and maintain internal docs, knowledge base articles, and support procedures.
• Assist in maintaining enterprise customer environments, focusing on performance and availability.
• Act as subject matter expert, setting diagnostic standards for the support function.
• Participate in a 24/7 team-based operations environment with shift coverage.

Skills

Linux systems

Enterprise networking

Customer service

Technical troubleshooting

24/7 operations

Job description

Vultr is hiring a Technical Support Engineer to join our Global Technical Support team. You will provide advanced technical support for Vultr’s cloud products and infrastructure, acting as an escalation point for complex issues and guiding both customers and internal teams in diagnosing platform-level problems.

You will respond to inquiries, manage platform alerts, perform root cause analyses, and coordinate with cross-functional teams to resolve outages while improving documentation and