Technical Support Engineer - Cloud & Enterprise (24/7)

Vultr; Heber (UT); Presencial; USD 41.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Retirement matching

Professional development

Paid time off (Holidays/PTO)

Sabbatical program

Remote setup stipend

Internet reimbursement

Gym benefit

Wellness program

Descripción de la vacante

Vultr is seeking a Technical Support Engineer to join our global Technical Support team, providing advanced technical support for Vultr products and infrastructure. You will act as an escalation point for complex issues and assist customers and internal teams in diagnosing and resolving platform problems.

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

Formación

• 3+ years in enterprise technical support or a similar advanced role.
• Strong experience with Linux systems and advanced command-line usage.
• Solid troubleshooting methodologies for complex, non-routine issues.
• Experience with enterprise networking concepts to diagnose platform issues.
• Experience supporting enterprise environments in an IaaS/cloud context.
• Excellent customer service and communication under pressure.
• Ability to work independently in a fast-paced 24/7 operations environment.
• Strong written and verbal English.
• Knowledge of containers and Kubernetes is a plus.

Responsabilidades

• Respond to customer inquiries and provide technical guidance on Vultr products, including escalated issues.
• Act as a first responder to platform alerts and incidents, assess impact, troubleshoot, and escalate when needed.
• Lead complex incident analyses and develop recommendations to prevent recurrence.
• Coordinate with system administration, engineering, networking and other teams to resolve issues.
• Recommend corrective and preventive actions based on incident data.
• Support escalated customer complaints with technical analysis and clear updates.
• Serve as escalation point for Technical Support Specialists and mentor junior colleagues.
• Create, update and maintain internal documentation and knowledge base articles.
• Assist in maintaining enterprise environments and troubleshooting performance issues.
• Establish diagnostic standards and best practices for the support function.
• Participate in a 24/7 team-based operations environment with shift coverage.

Conocimientos

Linux systems

Networking concepts

Cloud/IaaS experience

Customer service

Troubleshooting methodologies

English proficiency

Containers/Kubernetes

Independent work

Descripción del empleo

Vultr is seeking a Technical Support Engineer to join our global Technical Support team, providing advanced technical support for Vultr products and infrastructure. You will act as an escalation point for complex issues and assist customers and internal teams in diagnosing and resolving platform problems.

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