Senior Technical Support Engineer - Cloud & Enterprise

Vultr; Indiana; À distance; USD 41 000 - 55 000; Plein temps

Avantages offerts par ce poste

Insurance coverage

401k match

Development reimbursement

Holidays/PTO

Sabbatical program

Remote office stipend

Internet reimbursement

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

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

Qualifications

• 3+ years in enterprise technical support or similar advanced role
• Strong Linux experience and CLI proficiency
• Solid troubleshooting methodologies for non-routine issues
• Experience with enterprise networking and cloud-based environments
• Strong customer service and communication under pressure
• Ability to work independently with shifting priorities in 24/7 ops
• Excellent written and verbal English communication
• Knowledge of GPU service delivery is a plus
• Familiarity with containers and Kubernetes is a plus

Responsabilités

• Respond to customer inquiries and provide guidance on Vultr products and services, including escalated issues
• Act as first responder to platform-level alerts; assess impact and troubleshoot
• Lead incident analysis and root-cause investigations; propose prevention steps
• Coordinate with teams to resolve outages and platform problems
• Mentor junior staff and support enterprise customer environments
• Create and maintain internal docs and knowledge base for the team
• Support enterprise customers and monitor performance and availability
• Set diagnostic standards and best practices for the support function
• Participate in 24/7 shift-based operations

Connaissances

Enterprise support

Linux

Troubleshooting

Networking

Cloud experience

Customer service

Communication

Independent working

Outils

CRM systems

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 with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to improving support