Technical Support Engineer - Enterprise Cloud, 24/7

Vultr; Minneota (MN); Sur place; USD 41 000 - 55 000; Plein temps

Avantages offerts par ce poste

Company-paid health insurance

401(k) plan with matching

Professional Development Reimbursement

11 Holidays + PTO accrual + rollover

Sabbatical after 5 years + Anniversary

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Résumé du poste

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

You will collaborate with customers, system administrators, and engineering teams to troubleshoot, document processes, and improve support workflows.

Qualifications

• 3+ years in enterprise technical support or a similar advanced role.
• Strong experience with Linux systems and advanced CLI troubleshooting.
• Understanding of troubleshooting methodologies for complex, non-routine technical issues.
• Experience supporting enterprise environments in an infrastructure-as-a-service or cloud-based context.
• Strong customer service skills and the ability to communicate effectively under pressure.
• Ability to work independently in a fast-paced, 24/7 operations environment.
• Proficiency in English.

Responsabilités

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including complex or escalated issues.
• Act as a first responder to platform-level alerts and incidents, assessing impact and performing advanced troubleshooting.
• Lead complex incident analysis, root cause investigations, and develop recommendations to prevent recurrence.
• Coordinate with system administration, engineering, networking, and other teams to resolve platform-level problems and outages.
• Create, update, and maintain internal documentation, knowledge base articles, and support procedures.
• Assist in maintaining and supporting enterprise customer environments, including performance, availability, and configuration issues.
• Serve as escalation point for Technical Support Specialists, guiding diagnosis and resolution strategies.

Connaissances

Linux system administration

Networking

Troubleshooting

Customer service

English proficiency

Outils

Kubernetes

Docker

CLI tools

Description du poste

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

You will collaborate with customers, system administrators, and engineering teams to troubleshoot, document processes, and improve support workflows.