Senior Technical Support Engineer – Cloud & Enterprise

Vultr; Iowa City (IA); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

401(k) match

Professional development reimbursement

11 holidays + PTO + rollover

Sabbatical and anniversary bonuses

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Job summary

Vultr seeks a Technical Support Engineer to join our global Technical Support team. You will deliver advanced technical guidance for Vultr’s cloud products, troubleshoot complex problems, and assist both customers and internal teams in diagnosing platform issues.

You will act as an escalation point, collaborate with engineers, and help improve support processes and documentation, while mentoring junior colleagues in a fast-paced 24/7 environment.

Qualifications

• 3+ years in enterprise technical support or equivalent
• Strong experience with Linux systems and CLI tools
• Experience with enterprise networking concepts
• Experience supporting enterprise cloud environments (IaaS)

Responsibilities

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as first responder to platform-level alerts and incidents, assess impact and trigger escalation.
• Lead complex incident analysis, perform root cause investigations, and recommend preventive actions.
• Coordinate with system administration, engineering, networking, and other teams to resolve platform issues and outages.
• Create, update, and maintain internal documentation, knowledge base articles, and support procedures.
• Mentor junior team members and support enterprise customer environments.
• Participate in a 24/7 team-based operations model with shift coverage as needed.

Skills

Customer service

Communication

English proficiency

Independent worker

Problem solving

Tools

Linux

Kubernetes

Containers

Job description

Vultr seeks a Technical Support Engineer to join our global Technical Support team. You will deliver advanced technical guidance for Vultr’s cloud products, troubleshoot complex problems, and assist both customers and internal teams in diagnosing platform issues.

You will act as an escalation point, collaborate with engineers, and help improve support processes and documentation, while mentoring junior colleagues in a fast-paced 24/7 environment.