Senior Technical Support Engineer - Cloud & Linux (Enterprise)

Vultr; Missouri; Remote; USD 41,000 - 55,000; Full time

Benefits offered by this job

Company-paid health insurance

401(k) matching

Professional development reimbursement

Holidays & PTO

Sabbatical every 5 years

Remote office stipend

Internet reimbursement

Gym membership reimbursement

Job summary

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, escalating complex issues and guiding both customers and internal teams toward resolution.

You will mentor junior staff, handle enterprise environments, and contribute to the continuous improvement of support processes and documentation. This role requires strong Linux and networking skills and a customer-first mindset.

Qualifications

• 3+ years in enterprise technical support or similar advanced role.
• Experience with Linux systems and CLI troubleshooting.
• Experience with enterprise networking concepts.
• Experience supporting enterprise environments in an IaaS or cloud context.
• Strong customer service and the ability to communicate under pressure.
• Ability to work independently in a fast-paced 24/7 environment.
• Proficiency with English.
• Knowledge of enterprise GPU service delivery is a plus.

Responsibilities

• Work with customers, system admins, and engineering teams to troubleshoot complex issues and coordinate resolution.
• Mentor junior team members and support enterprise customer environments.
• Respond to customer inquiries with technical guidance on Vultr products and services.
• Act as first responder to platform alerts and incidents; assess impact and escalate as needed.
• Lead complex incident analysis and root cause investigations; develop preventive actions.
• Coordinate with internal teams to resolve platform-level problems and outages.
• Develop corrective and preventive actions based on incident trends.
• Support escalated customer complaints with technical analysis and timely updates.
• Serve as escalation point for Technical Support Specialists; assist diagnosis and resolution.
• Create, update, and maintain internal docs and knowledge base.
• Maintain and support enterprise environments; troubleshoot performance and configuration issues.
• Serve as subject matter expert; set diagnostics standards and best practices.
• Participate in 24/7 team-based operations with shift coverage.

Skills

Linux systems

Networking concepts

Customer service

English proficiency

Problem solving

Tools

Linux CLI tools

Enterprise monitoring tools

Job description

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, escalating complex issues and guiding both customers and internal teams toward resolution.

You will mentor junior staff, handle enterprise environments, and contribute to the continuous improvement of support processes and documentation. This role requires strong Linux and networking skills and a customer-first mindset.