Senior Technical Support Engineer

Vultr
United States
Workplace: RemoteFull timeUSD 90,000 - 110,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Technical troubleshooting","Customer focus","Communication","Mentoring","Detail-oriented","Root cause analysis","Documentation"]

Serve as the senior technical escalation point for Vultr’s strategic and VIP customers, owning resolution and root-cause analysis for the most complex, non-routine incidents. Tackle issues across Linux, Kubernetes, GPU infrastructure, distributed storage, virtualization, and enterprise networking. Engage customers directly via email and collaboration tools, support QBR technical inputs, and strengthen the support org by writing runbooks and mentoring peers in advanced troubleshooting and strategic-account architectures.

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FursaFursa
Vultr
Vultr
15 hours ago

Senior Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as the senior technical escalation point for Vultr’s strategic and VIP customers, owning resolution and root-cause analysis for the most complex, non-routine incidents. Tackle issues across Linux, Kubernetes, GPU infrastructure, distributed storage, virtualization, and enterprise networking. Engage customers directly via email and collaboration tools, support QBR technical inputs, and strengthen the support org by writing runbooks and mentoring peers in advanced troubleshooting and strategic-account architectures.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to customer inquiries with technical guidance on complex or escalated Vultr issues.
  • •Act as terminal technical escalation point for strategic and VIP accounts, owning complex incident resolution through root cause analysis and prevention recommendations.
  • •Troubleshoot complex issues across the enterprise stack, including Kubernetes, GPU infrastructure, virtualization, storage, and networking.
  • •Build support capability by authoring advanced troubleshooting documentation/runbooks/knowledge base content and training support engineers.
  • •Engage directly with strategic customers via tickets and collaboration channels (email, Slack, Zoom/Google Meet), and coordinate with engineering and operations teams during incidents/outages.

Pay and Benefits

Salary: USD 90,000 - 110,000 annually
Perks:Health InsuranceDentalVision401kPaid LeaveLearning BudgetRemote WorkStipendGym MembershipPaid Sabbatical

Key Requirements

  • •Deep experience with Linux systems and advanced command-line troubleshooting/investigation (4+ years).
  • •Advanced enterprise technical support experience in an infrastructure-as-a-service or cloud context (4+ years).
  • •Demonstrated depth in at least one: Kubernetes/container orchestration, GPU infrastructure/service delivery, distributed storage, virtualization technologies, or enterprise networking/load balancing.
  • •Strong troubleshooting methodologies applied to complex, non-routine issues.
  • •Experience mentoring or training other engineers; strong English written and verbal communication in high-pressure situations.
Experience:4+ yearsInfrastructure-as-a-serviceCloud
Skills:Technical troubleshootingCustomer focusCommunicationMentoringDetail-orientedRoot cause analysisDocumentation
Languages:English
Tech Stack:LinuxKubernetesGPU infrastructureDistributed storageVirtualizationEnterprise networkingLoad balancingSlackZoomGoogle Meet

Company Brief

Vultr
Provides cloud infrastructure services including VPS, dedicated instances, block storage, and bare metal across global data centers. Targets developers and businesses with simple, high-performance, and cost-effective cloud compute and networking solutions.
Industry: Cloud Computing
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: West Palm Beach, United States
Founded: 2014
WebsiteLinkedIn