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

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
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Linuxcommand-line toolstroubleshooting methodologiesenterprise networkinginfrastructure-as-a-servicecloud-based supportGPU service deliverycontainersKubernetes

Soft Skills

customer serviceeffective communicationindependencepriority managementfocuswritten communicationverbal communication