Remote Technical Support Engineer - Cloud & Enterprise

Vultr; Eagle (ID); A distancia; USD 41.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) plan

Professional Development Reimbursement

Holidays + PTO accrual

Sabbatical eligibility

Remote office stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Descripción de la vacante

Vultr seeks a Technical Support Engineer to join our Global Technical Support team. You will provide advanced technical support for Vultr products and infrastructure, acting as an escalation point for complex issues and assisting customers and internal teams in diagnosing and resolving platform problems.

You will collaborate with customers, system admins, and engineering to troubleshoot issues, coordinate resolutions, and contribute to process improvements.

Formación

• 3+ years in enterprise technical support or a similar advanced support role.
• Experience with Linux systems and advanced command-line usage.
• Understanding of troubleshooting methodologies for complex issues.
• Experience with enterprise networking concepts to diagnose platform issues.
• Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context.
• Strong customer service and the ability to communicate under pressure.
• Ability to work independently, manage shifting priorities in a 24/7 environment.
• Strong written and verbal communication; English proficiency.
• Knowledge of enterprise GPU service delivery is a plus.
• Familiarity with containers and Kubernetes in an enterprise environment is a plus.

Responsabilidades

• 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.

Conocimientos

Enterprise technical support

Linux systems

Troubleshooting methodologies

Enterprise networking

Cloud/IaaS

Customer service

Communication under pressure

Independent work

Kubernetes familiarity

Containers

Descripción del empleo

Vultr seeks a Technical Support Engineer to join our Global Technical Support team. You will provide advanced technical support for Vultr products and infrastructure, acting as an escalation point for complex issues and assisting customers and internal teams in diagnosing and resolving platform problems.

You will collaborate with customers, system admins, and engineering to troubleshoot issues, coordinate resolutions, and contribute to process improvements.