Technical Support Engineer — Network Automation & Incidents

Vultr; Montana; Remote; USD 41.000 - 55.000; Vollzeit

Benefits dieser Stelle

Health insurance

401(k) matching

Professional development reimbursement

Paid time off and sabbatical program

Remote office stipend

Internet reimbursement

Gym membership

Zusammenfassung

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

Responsibilities include incident analysis, troubleshooting, documenting procedures, and contributing to knowledge base updates. The role requires 3+ years in enterprise support, strong Linux and networking skills, and excellent

Qualifikationen

• 3+ years in enterprise technical support or a similar advanced role.
• Experience with Linux systems and command-line tools for troubleshooting.
• Strong understanding of enterprise networking concepts.
• Experience supporting enterprise customer environments in an IaaS or cloud context.
• Excellent customer service skills and ability to communicate under pressure.
• Ability to work independently in a fast-paced, 24/7 operations environment.
• Proficiency with English.

Aufgaben

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as a first responder to platform-level alerts and incidents, assess impact, troubleshoot, and escalate as needed.
• Lead complex incident analysis, root cause investigations, and develop preventive recommendations.
• Coordinate with system administration, engineering, networking, and other teams to resolve platform-level problems and outages.
• Recommend corrective and preventive actions based on incident trends.
• Support resolution of escalated customer complaints with clear communication and timely updates.
• Serve as escalation point for Technical Support Specialists in diag and resolution strategy.
• Create, update, and maintain internal documentation and knowledge base.
• Support enterprise customer environments regarding performance, availability, and configuration issues.
• Serve as subject matter expert, setting diagnostic standards and best practices for the support function.
• Participate in a 24/7 team-based operations environment with scheduled shifts.

Kenntnisse

Linux systems

Enterprise networking

Customer support

English proficiency

GPU service knowledge

Jobbeschreibung

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

Responsibilities include incident analysis, troubleshooting, documenting procedures, and contributing to knowledge base updates. The role requires 3+ years in enterprise support, strong Linux and networking skills, and excellent