Technical Support Engineer
New
V
VultrCloud infrastructure
Remote - United StatesFull-TimeMiddle
Salary30 - 40 USD per hour
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Job Details
- Languages
- Proficiency with the English language
- Experience
- 3+ years
- Required Skills
- Cloud ComputingLinuxCustomer support
Requirements
- Have 3+ years of experience in enterprise technical support or a similar advanced support role.
- Have strong experience working with Linux systems, including advanced command-line troubleshooting and investigation.
- Understand troubleshooting methodologies and apply them to complex, non-routine technical issues.
- Have experience with enterprise networking concepts sufficient to diagnose and support platform-level issues.
- Have experience supporting enterprise customer environments in an IaaS or cloud-based context.
- Demonstrate customer service skills and communicate effectively in high-pressure or time-sensitive situations.
- Be able to work independently, manage shifting priorities, and maintain focus in a fast-paced, 24/7 operations environment.
- Have strong written and verbal communication skills.
- Be proficient in English.
- Knowledge of enterprise GPU service delivery is a plus.
- Familiarity with containers and Kubernetes in an enterprise environment is a plus.
Responsibilities
- Respond to customer inquiries and provide technical guidance on Vultr products and services, including complex or escalated issues.
- Assess platform-level alerts and incidents, troubleshoot them, and initiate appropriate escalations.
- Analyze complex incidents, investigate root causes, and recommend ways to prevent recurrence.
- Coordinate with system administration, engineering, networking, and other internal teams to resolve platform problems and outages.
- Recommend corrective and preventive actions based on platform behavior and incident trends.
- Provide technical analysis and timely updates to help resolve escalated customer complaints.
- Support Technical Support Specialists with diagnosis, troubleshooting approaches, and resolution strategies.
- Create and maintain internal documentation, knowledge base articles, and support procedures.
- Troubleshoot performance, availability, and configuration issues in enterprise customer environments.
- Participate in scheduled shift coverage in a 24/7 team-based operations environment.
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