Technical Support Engineer

Role description

Role Overview

Vultr is seeking a Technical Support Engineer to join our Technical Support team, a central pillar of our platform reliability and customer experience. In this role, you will provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues and supporting both customers and internal teams in diagnosing and resolving platform-related problems.

What You Will Do

Respond to customer inquiries, provide technical guidance, lead complex incident analysis, and coordinate with internal teams to resolve platform-level problems and outages.

Why It Might Be a Fit

You will work closely with customers, system administrators, and engineering teams to troubleshoot complex issues, contribute to the continuous improvement of support processes and documentation, and mentor junior team members.

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

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