Senior Network Automation Support Engineer

Vultr; New Jersey; On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Fully paid health/dental/vision

401(k) matching up to 4%

Professional development reimbursement

Paid time off + holidays

Sabbatical after 5 years

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, serving as an escalation point for complex issues and helping both customers and internal teams diagnose and resolve platform problems.

Responsibilities include responding to inquiries, leading incident analyses, coordinating with cross-functional teams, and creating internal documentation to improve support effectiveness.

Qualifications

• Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years).
• Strong experience with Linux systems and command-line troubleshooting.
• Experience with enterprise networking concepts to diagnose platform-level issues.
• Experience supporting enterprise customer environments in an IaaS or cloud context.
• Strong customer service skills and ability to perform under pressure.
• Ability to work independently in a fast-paced, 24/7 operations environment.
• Proficiency in English.

Responsibilities

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as a first responder to platform-level alerts, assess impact, troubleshoot, and escalate as needed.
• Lead complex incident analysis, perform root cause investigations, and propose preventive actions.
• Coordinate with system administration, engineering, networking, and other teams to resolve outages.
• Develop recommendations based on incident trends and platform behavior.
• Support escalation resolution with technical analysis and timely updates.
• Serve as escalation point for Technical Support Specialists, guiding diagnosis and strategy.
• Create, update, and maintain internal docs and knowledge base articles.
• Assist in maintaining enterprise customer environments, including performance and configuration troubleshooting.
• Act as subject matter expert, setting diagnostics standards for the support function.
• Participate in 24/7 team-based operations with scheduled shift coverage.

Skills

Enterprise support

Linux

Networking

Customer service

English proficiency

Cloud experience

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, serving as an escalation point for complex issues and helping both customers and internal teams diagnose and resolve platform problems.

Responsibilities include responding to inquiries, leading incident analyses, coordinating with cross-functional teams, and creating internal documentation to improve support effectiveness.