Senior Cloud Support Engineer

Vultr; Iowa; Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

100% company-paid insurance premiums

401(k) matching up to 4%

Professional Development Reimbursement

11 Holidays + PTO + rollover

Sabbatical every 5 years + Anniversary

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Job summary

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr's products and infrastructure, acting as an escalation point for complex issues and assisting both customers and internal teams in diagnosing and resolving platform-related problems.

You will work with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to how we improve

Qualifications

• 3+ years in enterprise technical support or a similar advanced support role.
• Experience with Linux systems and advanced command-line troubleshooting.
• Experience supporting enterprise environments in an infrastructure-as-a-service or cloud-based context.

Responsibilities

• Troubleshoot complex issues with customers, coordinate resolution efforts, and document support processes.
• Provide technical guidance on Vultr products and services, including escalated issues.
• Act as first responder to platform-level alerts, assess impact, and initiate escalation.
• Lead incident analysis, root-cause investigations, and preventive recommendations.
• Coordinate with system administration, engineering, networking, and other teams to resolve platform issues.
• Support resolution of escalated customer complaints with clear communication and timely updates.
• Serve as escalation point for Technical Support Specialists and guide diagnosis and resolution strategies.
• Create and maintain internal documentation and knowledge base articles.

Skills

Linux systems

Networking concepts

Cloud IaaS

Customer service

English language

Job description

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr's products and infrastructure, acting as an escalation point for complex issues and assisting both customers and internal teams in diagnosing and resolving platform-related problems.

You will work with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to how we improve