Senior Technical Support Engineer — 24/7 Enterprise Cloud

Vultr; Wisconsin; Sur place; USD 41 000 - 55 000; Plein temps

Avantages offerts par ce poste

Insurance premiums

401(k) match

Development reimbursement

Holidays & PTO

Sabbatical program

Remote work stipend

Internet reimbursement

Gym membership

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 for complex issues and assisting customers and internal teams in diagnosing and resolving platform-related problems.

You will work closely with customers, system administrators, and engineering teams to troubleshoot issues, coordinate resolutions, and contribute to process improvements.

Qualifications

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

Responsabilités

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as first responder to platform-level alerts, assess impact, troubleshoot, and escalate as needed.
• Lead complex incident analysis and root-cause investigations with preventive recommendations.
• Coordinate with system administration, engineering, networking and other teams to resolve platform-level problems and outages.
• Suggest corrective and preventive actions based on incident trends.
• Support escalated customer complaints with clear analysis and timely updates.
• Serve as escalation point for Technical Support Specialists and guide resolution approaches.
• Create, update, and maintain internal docs, KB articles, and procedures.
• Assist in maintaining enterprise environments, troubleshooting performance, availability, and configuration issues.
• Serve as subject matter expert, establishing diagnostic standards and best practices.
• Participate in a 24/7 team-based operations environment with planned shifts.

Connaissances

Linux troubleshooting

Customer service

Incident management

Kubernetes basics

Networking concepts

English proficiency

Documentation

Remote collaboration

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 for complex issues and assisting customers and internal teams in diagnosing and resolving platform-related problems.

You will work closely with customers, system administrators, and engineering teams to troubleshoot issues, coordinate resolutions, and contribute to process improvements.