Senior Technical Support Engineer – Network Automation

Vultr

Iowa City (IA)

On-site

USD 41,000 - 55,000

Full time

7 days ago

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Job summary

Vultr is hiring a Technical Support Engineer to join its global technical support team. You will provide advanced technical support for Vultr’s cloud compute, storage, and related infrastructure, working as an escalation point for complex issues and guiding both customers and internal teams in diagnosing and resolving platform-related problems.

You will collaborate with customers, system administrators, and engineering to troubleshoot issues, coordinate resolutions, and help improve support

Qualifications

3+ years of experience in enterprise technical support or a similar advanced support role.
Strong experience with Linux systems and command-line tools.
Knowledge of enterprise networking concepts for diagnosing platform-level issues.
Experience supporting enterprise customer environments in cloud-based contexts.
Excellent customer service skills and ability to communicate under pressure.
Proficient in English.
Knowledge of enterprise GPU service delivery 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 and initiating escalation as needed.
Lead incident analysis, perform root cause investigations, and recommend preventive actions.
Coordinate with system administration, engineering, networking, and other teams to resolve outages and platform issues.
Create and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness.
Support enterprise customer environments, troubleshooting performance, availability, and configuration issues.