Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels.
Act as a first responder to platform-level alerts and issues, assessing impact and initiating appropriate troubleshooting and escalation.
Troubleshoot technical issues by reviewing system data, logs, and platform behavior using established procedures and documentation.
Identify whether reported issues are related to customer configuration, product functionality, or platform-level events.
Coordinate with system administrators, engineering teams, network operations, and other internal stakeholders to support issue resolution.
Escalate incidents appropriately based on severity, service-level objectives, and established escalation frameworks.
Communicate with remote data center staff via phone to address and resolve operational issues.
Support the creation and ongoing maintenance of internal and customer-facing documentation, including knowledge base articles, product guides, and troubleshooting procedures.
Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed.

Foundational understanding of servers, computing principles, and how infrastructure-as-a-service platforms operate
Experience with Linux Command Line
Basic knowledge of enterprise networking concepts sufficient to understand system behavior and assist with troubleshooting
Strong customer service skills and the ability to communicate clearly in high-pressure situations
Ability to manage multiple tickets or issues simultaneously while adapting to shifting priorities
Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences.
Proficiency in the English language
Willingness and ability to learn new technologies and follow established processes in an entry-level technical role

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
Commitment matters to Vultr! 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

Technical Support Specialist

Key skills