Technical Support Engineer - Cloud Infrastructure & Escalations

Vultr; Town of King (WI); Sur place; USD 41 000 - 55 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) matching

Professional development reimbursement

Holidays + PTO

Sabbatical after 3/5 years

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Résumé du poste

Vultr is seeking a Technical Support Engineer to join our Technical Support team, a central pillar of our platform reliability and customer experience in our global customer success team. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues.

You will work with customers, system admins, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to improving support processes

Qualifications

• 3+ years in enterprise technical support or similar advanced role.
• Strong experience with Linux systems and CLI troubleshooting.
• Solid understanding of troubleshooting methodologies for complex issues.
• Experience with enterprise networking concepts to diagnose platform issues.
• Experience supporting enterprise cloud environments.
• Strong customer service and communication skills under pressure.
• Ability to work independently in a 24/7 environment.

Responsabilités

• Respond to customer inquiries and provide technical guidance on Vultr products.
• Act as first responder to platform alerts and incidents, assess impact.
• Lead incident analysis, root cause investigations, prevent recurrence.
• Coordinate with system administration, engineering, networking teams to resolve outages.
• Recommend corrective and preventive actions based on incident trends.
• Support resolution of escalated customer complaints with analysis and updates.
• Serve as escalation point for Technical Support Specialists.
• Create and maintain internal docs and knowledge base.
• Support enterprise environments, troubleshooting performance and configuration issues.
• Serve as SME, set diagnostic standards and best practices.
• Participate in a 24/7 team-based operations environment with scheduled shifts.

Connaissances

Linux systems

Advanced troubleshooting

Networking concepts

Cloud infrastructure

Customer service

Communication

English proficiency

Kubernetes familiarity

Description du poste

Vultr is seeking a Technical Support Engineer to join our Technical Support team, a central pillar of our platform reliability and customer experience in our global customer success team. You will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues.

You will work with customers, system admins, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to improving support processes