Technical Support Engineer - Cloud Infra (24/7)

Vultr; Annapolis (MD); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

401(k) match

Professional development reimbursement

Holidays + PTO accrual & rollover

Sabbatical after 3/10 years + annual+1

Remote office setup stipend

Internet reimbursement

Gym reimbursement

Wellable subscription

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 cloud products and infrastructure, acting as an escalation point for complex issues and mentoring junior team members.

You’ll work with customers, system administrators, and engineers to diagnose and resolve platform problems, contributing to process improvements and documentation. This is a fast-paced, 24/7 role.

Qualifications

• 3+ years in enterprise technical support or a similar advanced support role.
• Strong experience with Linux systems and CLI troubleshooting.
• Solid understanding of troubleshooting methodologies for complex technical issues.
• Experience with enterprise networking concepts to diagnose platform-level issues.
• Experience supporting enterprise environments in an IaaS/cloud context.
• Strong customer service and communication under pressure.
• Ability to work independently in a 24/7 operations environment.
• Strong written and verbal communication; English proficiency.
• 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, troubleshooting, and escalation.
• Lead complex incident analysis, perform root cause investigations, and develop prevention recommendations.
• Coordinate with system administration, engineering, networking, and other teams to resolve platform-level problems and outages.
• Suggest corrective and preventive actions based on incident trend analysis.
• Support escalated customer complaints with technical analysis and timely updates.
• Serve as escalation point for Technical Support Specialists; assist with diagnosis and resolution.
• Create, update, and maintain internal documentation and knowledge base articles.

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 cloud products and infrastructure, acting as an escalation point for complex issues and mentoring junior team members.

You’ll work with customers, system administrators, and engineers to diagnose and resolve platform problems, contributing to process improvements and documentation. This is a fast-paced, 24/7 role.