Senior Technical Support Engineer – Cloud Infra & Linux

Vultr; Maryland; On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Insurance coverage

401(k) match

Professional development reimbursement

Paid time off and sabbatical program

Remote office stipend

Internet stipend

Gym reimbursement

Wellness program

Job summary

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

You’ll work closely with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and

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.
• Recommends 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.

Skills

Linux

Networking

Troubleshooting

Customer service

Communication

Tools

Kubernetes

Job description

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

You’ll work closely with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and