Technical Support Engineer

Vultr is a leading cloud infrastructure company focused on providing high-performance solutions for enterprises and AI innovators. The Technical Support Engineer will provide advanced technical support, troubleshoot complex issues, and mentor junior team members while ensuring a reliable customer experience.

Responsibilities:

• Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues
• Act as a first responder to platform-level alerts and incidents, assessing impact, performing advanced troubleshooting, and initiating appropriate escalation
• Lead complex incident analysis, perform root cause investigations, and develop recommendations to prevent recurrence of platform-level issues
• Coordinate with system administration, engineering, networking, and other internal teams to resolve platform-level problems and outages
• Recommends corrective and preventive actions based on analysis of platform behavior and incident trends
• Support the resolution of escalated customer complaints by providing technical analysis, clear communication, and timely updates
• Serve as an escalation point for Technical Support Specialists, assisting with diagnosis, troubleshooting approach, and resolution strategy
• Create, update, and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness and consistency
• Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration
• Serve as subject matter expert, setting diagnostic standards and best practices for the support function
• Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs

Requirements:

• Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years)
• Strong experience working with Linux systems, including advanced use of command-line tools for troubleshooting and investigation
• Solid understanding of troubleshooting methodologies and the ability to apply them to complex, non-routine technical issues
• Experience with enterprise networking concepts sufficient to diagnose and support platform-level issues
• Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context
• Strong customer service skills and the ability to communicate effectively in high-pressure or time-sensitive situations
• Ability to work independently, manage shifting priorities, and maintain focus in a fast-paced, 24/7 operations environment
• Strong written and verbal communication skills
• Proficiency with the English language
• Knowledge of enterprise GPU service delivery is a plus
• Familiarity with containers and Kubernetes in an enterprise environment is a plus