Senior Technical Support Engineer – Cloud Infra (24/7)

Vultr

Florida

On-site

USD 41,000 - 55,000

Full time

7 days ago

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Benefits offered by this job

Health insurance

401(k) match up to 4%

Professional development reimbursement

Paid time off and holidays

Job summary

Vultr is hiring a Technical Support Engineer to join our global Technical Support team in the United States. The role focuses on advanced technical support for our cloud infrastructure, serving as an escalation point and supporting both customers and internal teams in diagnosing and resolving complex platform issues.

You will work with customers, system administrators, and engineering to troubleshoot, coordinate resolution, and contribute to process improvements.

Qualifications

Experience in enterprise technical support (3+ years)
Strong Linux skills with CLI troubleshooting
Solid troubleshooting methodologies for complex issues
Experience with enterprise networking concepts
Experience supporting enterprise cloud environments (IaaS)
Excellent written and verbal communication in English
Ability to work in a 24/7 operations environment

Responsibilities

Respond to customer inquiries with technical guidance on Vultr products and services.
Act as first responder to platform alerts, assessing impact and escalating when needed.
Lead incident analysis, root-cause investigations, and preventive recommendations.
Coordinate with sysadmin, engineering, and networking teams to resolve outages.
Create and maintain internal documentation and support procedures.
Mentor junior team members and support enterprise customer environments.
Provide timely updates and communicate clearly during escalations.
Support enterprise customers with performance, availability, and configuration issues.