Senior Technical Support Engineer - Cloud Infra

Vultr

Clifton (TX)

On-site

USD 41,000 - 55,000

Full time

6 days ago

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Benefits offered by this job

Insurance (medical, dental, vision)

401(k) matching

Professional development reimbursement

Holidays + PTO + sabbatical program

Remote office stipend

Internet reimbursement

Gym reimbursement

Wellable subscription

Job summary

Vultr is seeking a Technical Support Engineer to join our Technical Support team, a central pillar of platform reliability and customer experience in our global success team. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues and supporting customers and internal teams in diagnosing and resolving problems.

You will work closely with customers, system administrators, and engineering teams to troubleshoot complex

Qualifications

Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years).
Strong experience working with Linux systems, including advanced use of command-line tools for troubleshooting and investigation.
Solid understanding of troubleshooting methodologies and the ability to apply them to complex, non-routine technical issues.
Experience with enterprise networking concepts sufficient to diagnose and support platform-level issues.
Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context.
Strong customer service skills and the ability to communicate effectively in high-pressure or time-sensitive situations.
Ability to work independently, manage shifting priorities, and maintain focus in a fast-paced, 24/7 operations environment.
Strong written and verbal communication skills.
Proficiency with the English language.
Knowledge of enterprise GPU service delivery is a plus.
Familiarity with containers and Kubernetes in an enterprise environment is a plus.

Responsibilities

Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues.
Act as a first responder to platform-level alerts and incidents, assessing impact, performing advanced troubleshooting, and initiating appropriate escalation.
Lead complex incident analysis, perform root cause investigations, and develop recommendations to prevent recurrence of platform-level issues.
Coordinate with system administration, engineering, networking, and other internal teams to resolve platform-level problems and outages.
Recommend corrective and preventive actions based on analysis of platform behavior and incident trends.
Support the resolution of escalated customer complaints by providing technical analysis, clear communication, and timely updates.
Serve as an escalation point for Technical Support Specialists, assisting with diagnosis, troubleshooting approach, and resolution strategy.
Create, update, and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness and consistency.
Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration.
Serve as subject matter expert, setting diagnostic standards and best practices for the support function.
Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.