Technical Support Engineer

The role

You will provide advanced technical support for Vultr products and infrastructure. You will serve as an escalation point for complex issues and support customers and internal teams in diagnosing and resolving platform-related problems.

What you will do

• Respond to customer inquiries and provide technical guidance regarding Vultr products and services.
• Act as a first responder to platform-level alerts and incidents.
• Lead complex incident analysis and perform root cause investigations.
• Coordinate with system administration, engineering, networking, and other internal teams to resolve platform-level problems and outages.
• Recommend corrective and preventive actions based on analysis of platform behavior and incident trends.
• Support the resolution of escalated customer complaints.
• Serve as an escalation point for Technical Support Specialists.
• Create, update, and maintain internal documentation, knowledge base articles, and support procedures.
• Assist in maintaining and supporting enterprise customer environments.
• Serve as subject matter expert, setting diagnostic standards and best practices.

Required qualifications

• 3+ years of demonstrated experience in enterprise technical support or a similar advanced support role
• Strong experience working with Linux systems, including advanced use of command-line tools
• Solid understanding of troubleshooting methodologies
• Experience with enterprise networking concepts
• Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context
• Strong customer service skills
• Ability to work independently and manage shifting priorities in a 24/7 operations environment
• Strong written and verbal communication skills
• Proficiency with the English language

Nice to have

• Knowledge of enterprise GPU service delivery
• Familiarity with containers and Kubernetes in an enterprise environment

Benefits

• 100% company-paid insurance premiums for employee medical, dental and vision plans
• 401(k) plan that matches 100% up to 4%, with immediate vesting
• Professional Development Reimbursement of $2,500 each year
• 11 Holidays + Paid Time Off Accrual + Rollover Plan
• Increased PTO at 3 year and 10 year anniversary
• 1 month paid sabbatical every 5 years
• Anniversary Bonus each year
• $500 stipend for remote office setup in first year + $400 each following year
• Internet reimbursement up to $75 per month
• Gym membership reimbursement up to $50 per month
• Company paid Wellable subscription

Before you apply

• We will not conduct a background check until after an offer of employment has been extended and accepted.

About the company

Vultr is a cloud infrastructure company with 33 global cloud data center locations. It provides Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions.