Supervisor, Technical Support

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VultrCloud Infrastructure

Remote - United StatesFull-TimeManager

Salary70,000 - 90,000 USD per year

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Job Details

3+ years of experience in enterprise technical support or similar advanced roles.
Significant prior leadership experience.
Strong proficiency in Linux systems, including advanced use of command-line tools.
Solid understanding of troubleshooting methodologies for complex technical issues.
Experience with enterprise networking concepts.
Experience supporting enterprise customer environments in IaaS or cloud-based contexts.
Excellent leadership, team motivation, and communication skills.
Proven ability to manage multiple teams and drive strategic initiatives.
Proficiency with the English language.
Positive, self-motivated attitude with the ability to prioritize competing tasks.
Ability to work in a 24/7 fast-paced operations environment.
Knowledge of enterprise GPU service delivery (nice to have).
Familiarity with containers and Kubernetes (nice to have).

Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues.
Act as an incident owner for platform-level alerts, assessing impact, performing advanced troubleshooting, and initiating escalation.
Achieve target KPIs including ticket resolution and customer satisfaction metrics.
Perform quality ticket analysis and provide constructive feedback to agents on a weekly basis.
Lead complex incident and root cause investigations, developing recommendations to prevent recurrence.
Coordinate with system administration, engineering, and networking teams to resolve platform-level problems.
Serve as an escalation point for specialists and engineers, providing guidance on diagnostic strategies.
Maintain internal knowledge base articles and support procedures.
Participate in a 24/7 team-based operations environment.

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