Senior Cloud Technical Support Engineer

Vultr; Athens (GA); Sur place; USD 41 000 - 55 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) match

Professional development reimbursement

Paid time off & holidays

Sabbatical program

Remote office stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Résumé du poste

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, serving as an escalation point and aiding both customers and internal teams in diagnosing platform-related problems.

You will collaborate with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to improving support processes and documentation.

Qualifications

• 3+ years in enterprise technical support or a similar advanced support role.
• Strong Linux systems knowledge and command-line troubleshooting.
• Solid understanding of troubleshooting methodologies for complex issues.
• Experience with enterprise networking concepts to diagnose platform-level issues.
• Experience supporting enterprise cloud/IaaS environments.
• Strong customer service skills and ability to communicate under pressure.
• Proficiency with the English language; written and verbal.

Responsabilités

• Respond to customer inquiries and provide technical guidance on Vultr products and services.
• Act as first responder to platform-level alerts and incidents with advanced troubleshooting.
• Lead incident analysis, perform root-cause investigations, and recommend preventive actions.
• Coordinate with system admins, engineering, and networking teams to resolve issues.
• Mentor junior team members and support enterprise customer environments.
• Create and maintain internal docs, knowledge base articles, and procedures.
• Support 24/7 operations with shift coverage as needed.

Connaissances

Linux systems

Troubleshooting

Networking concepts

Containers & Kubernetes

Customer service

English proficiency

Outils

Containers

Kubernetes

Description du poste

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, serving as an escalation point and aiding both customers and internal teams in diagnosing platform-related problems.

You will collaborate with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to improving support processes and documentation.