Senior Cloud Support Engineer - Remote & Escalations

Bazeta; United States; Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Professional development reimbursement

Paid time off + holidays

Sabbatical eligibility

Remote office stipend

Internet reimbursement

Gym membership reimbursement

Wellable health platform

Job summary

Vultr is hiring a Senior Technical Support Engineer in the United States for our global customer success team. You will provide advanced technical support for Vultr’s cloud products and infrastructure, act as escalation point, mentor junior engineers, and support enterprise environments in a 24/7 operations model.

Join a mission-driven team delivering reliable cloud compute, storage, and GPU solutions. Remote work is supported with comprehensive benefits including insurance, retirement, and

Qualifications

• 3+ years in enterprise technical support or a similar advanced role.
• Experience with Linux systems and CLI troubleshooting.
• Understanding of troubleshooting methodologies for complex issues.
• Experience with enterprise networking concepts.
• Experience supporting enterprise environments in an IaaS/cloud context.
• Strong customer service and communication skills in high-pressure situations.
• Ability to work independently in a 24/7 operations environment.
• Strong written and verbal communication in English.
• Knowledge of enterprise GPU service delivery is a plus.
• Familiarity with containers and Kubernetes is a plus.

Responsibilities

• 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 escalation when needed.
• 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.
• Recommend 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 and resolution strategies.
• Create, update, and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness.
• Assist in maintaining and supporting enterprise customer environments, including troubleshooting performance, availability, and configuration issues.
• Serve as subject matter expert, setting diagnostic standards and best practices for the support function.
• Participate in a 24/7 team-based operations environment with shift coverage as needed.

Skills

Enterprise support

Linux CLI

Troubleshooting

Customer service

English proficiency

Tools

Kubernetes

Containers

Job description

Vultr is hiring a Senior Technical Support Engineer in the United States for our global customer success team. You will provide advanced technical support for Vultr’s cloud products and infrastructure, act as escalation point, mentor junior engineers, and support enterprise environments in a 24/7 operations model.

Join a mission-driven team delivering reliable cloud compute, storage, and GPU solutions. Remote work is supported with comprehensive benefits including insurance, retirement, and