Senior Cloud Tech Support Engineer (24/7)

Vultr

East Windsor Hill (CT)

Remote

USD 41,000 - 55,000

Full time

6 days ago

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Job summary

Vultr is seeking a Technical Support Engineer to join our global Technical Support team, a central pillar of our platform reliability and customer experience. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues and supporting both customers and internal teams in diagnosing and resolving platform-related problems.

As a Technical Support Engineer, you’ll work closely with customers, system administrators, and

Qualifications

3+ years in enterprise technical support.
Proficiency with Linux systems and CLI.
Strong troubleshooting methodologies for complex issues.
Experience with enterprise networking concepts.
Experience supporting enterprise cloud environments.
Excellent customer service and communication under pressure.
Ability to work independently in a 24/7 shift-based environment.

Responsibilities

Respond to customer inquiries and provide technical guidance for Vultr products and services, including complex issues.
Act as a first responder to platform-level alerts and incidents, assess impact, troubleshoot, and escalate when needed.
Lead root cause analysis of incidents and recommend preventive actions.
Coordinate with system administration, engineering, networking, and other teams to resolve platform issues and outages.
Create and maintain internal documentation and knowledge base for improved team effectiveness.
Support enterprise customer environments, including performance, availability, and configuration issues.
Mentor junior team members and support enterprise environments.