Senior Cloud Support Engineer – 24/7 Enterprise

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

Benefits offered by this job

401(k) match

Professional development reimbursement

11 holidays + PTO + rollover

Sabbatical after 5 years + anniversary

Remote office stipend

Internet stipend

Gym membership reimbursement

Wellable subscription

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 products and infrastructure, serving as an escalation point for complex issues and mentoring junior teammates.

You will work with customers, system admins, and engineering teams to diagnose and resolve platform problems, while contributing to process improvements and documentation.

Qualifications

• 3+ years in enterprise technical support or a similar advanced support role.
• Strong experience working with Linux systems, including advanced CLI troubleshooting.
• Solid understanding of troubleshooting methodologies for complex non-routine issues.
• Experience with enterprise networking concepts to diagnose and support platform-level issues.
• Experience supporting enterprise customer environments in an IaaS/cloud context.
• Strong customer service and communication skills in high-pressure situations.

Responsibilities

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including complex or escalated issues.
• Act as first responder to platform-level alerts and incidents, assess impact, troubleshoot, and escalate as needed.
• Lead complex incident analysis, perform root cause investigations, and recommend preventive measures.
• Coordinate with system administration, engineering, networking, and other teams to resolve platform issues and outages.
• Create and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness.
• Support enterprise customer environments, troubleshooting performance, availability, and configuration issues.

Skills

Linux troubleshooting

Cloud/Infra experience

Networking concepts

Customer communication

Containers/Kubernetes (plus)

Tools

Kubernetes

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 products and infrastructure, serving as an escalation point for complex issues and mentoring junior teammates.

You will work with customers, system admins, and engineering teams to diagnose and resolve platform problems, while contributing to process improvements and documentation.