Technical Support Engineer – Cloud Infra (24/7)

Vultr

Madison (WI)

On-site

USD 41,000 - 55,000

Full time

6 days ago

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Benefits offered by this job

401(k) matches

Professional development reimbursement

Holidays & PTO + rollover

Sabbatical & anniversary bonuses

Remote office stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Job summary

Vultr is seeking a Technical Support Engineer to join our global customer success team. You will provide advanced technical support for Vultr’s cloud products and infrastructure, acting as an escalation point for complex issues and guiding both customers and internal teams to resolution.

You will mentor junior staff and help improve support processes. You will work closely with customers, system administrators, and engineering teams to diagnose platform issues, coordinate resolutions, and

Qualifications

3+ years in enterprise technical support or similar advanced role.
Strong Linux skills with advanced CLI usage.
Experience with enterprise networking and cloud environments.
Excellent customer service with ability to perform in high-pressure situations.
Ability to work independently in a 24/7 operations environment.

Responsibilities

Respond to customer inquiries with technical guidance on Vultr products and services, including complex issues.
Act as a first responder to platform-level alerts and incidents, assessing impact and escalation.
Lead complex incident analysis and root cause investigations to prevent recurrence.
Coordinate with system administration, engineering, networking, and other teams to resolve outages.
Recommend corrective and preventive actions based on incident trends.
Support escalated customer complaints with technical analysis and clear communication.
Mentor Technical Support Specialists and assist with diagnosis and resolution strategies.
Create and maintain internal documentation and knowledge base articles.
Assist in maintaining enterprise customer environments including performance and configuration issues.
Set diagnostic standards and best practices for the support function.
Participate in a 24/7 team-based operations schedule.