Senior Remote Technical Support Specialist – Cloud Infra

Bazeta; United States; Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health insurance (100% company-paid)

401(k) plan with matching

Professional Development Reimbursement

Paid time off & sabbatical benefits

Remote office stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Job summary

Vultr is seeking a Technical Support Specialist in the United States to support customers and internal teams by responding to platform alerts, troubleshooting issues, and coordinating resolution across the organization. The role is highly collaborative, customer-facing, and operational, ensuring SLA adherence and platform reliability.

Key responsibilities include handling customer inquiries via tickets, first-response to alerts, and collaboration with engineering and data-center staff.

Qualifications

• Foundational understanding of servers, computing principles, and how infrastructure-as-a-service platforms operate.
• Experience with Linux Command Line
• Basic knowledge of enterprise networking concepts sufficient to understand system behavior and assist with troubleshooting
• Strong customer service skills and the ability to communicate clearly in high-pressure situations
• Ability to manage multiple tickets or issues simultaneously while adapting to shifting priorities
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences.
• Proficiency in the English language
• Willingness and ability to learn new technologies and follow established processes in an entry-level technical role

Responsibilities

• Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels.
• Act as a first responder to platform-level alerts and issues, assessing impact and initiating appropriate troubleshooting and escalation.
• Troubleshoot technical issues by reviewing system data, logs, and platform behavior using established procedures and documentation.
• Identify whether reported issues are related to customer configuration, product functionality, or platform-level events.
• Coordinate with system administrators, engineering teams, network operations, and other internal stakeholders to support issue resolution.
• Escalate incidents appropriately based on severity, service-level objectives, and established escalation frameworks.
• Communicate with remote data center staff via phone to address and resolve operational issues.
• Support the creation and ongoing maintenance of internal and customer-facing documentation, including knowledge base articles, product guides, and troubleshooting procedures.
• Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed.

Skills

Linux command line

Servers

Networking basics

Customer service

Clear communication

English proficiency

Job description

Vultr is seeking a Technical Support Specialist in the United States to support customers and internal teams by responding to platform alerts, troubleshooting issues, and coordinating resolution across the organization. The role is highly collaborative, customer-facing, and operational, ensuring SLA adherence and platform reliability.

Key responsibilities include handling customer inquiries via tickets, first-response to alerts, and collaboration with engineering and data-center staff.