Senior Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries and deliver technical support for Vultr products and services, including handling complex or escalated issues.

• Interact directly with strategic customers through email, Slack, Zoom, Google Meet, support tickets, and video conferencing.

• Cultivate and sustain in-depth knowledge in a designated technical area.

• Share technical knowledge with fellow Senior Technical Support Engineers.

• Educate Technical Support Engineers in advanced Linux troubleshooting and the architectures of strategic/VIP accounts.

• Create and update advanced troubleshooting documentation, runbooks, and knowledge base entries.

• Prepare technical contributions for quarterly business reviews and participate in QBRs to present and discuss findings.

• Recognize recurring issues and incident trends, providing insights to engineering and account teams.

• Act as the final technical escalation point for strategic and VIP accounts.

• Oversee incident resolution through root cause analysis and suggest preventative measures.

• Diagnose complex issues involving Kubernetes, GPU infrastructure, virtualization, storage, and networking.

• Function as the designated technical lead for a specific group of strategic and VIP accounts.

• Engage in retrospectives and live troubleshooting sessions.

• Collaborate with system administration, engineering, networking, and data center teams on platform issues and outages.

• Provide support during EMEA and US business hours.

• Serve as a rotating resource for out-of-hours callouts.

• Participate in a 24/7 operations environment with scheduled shift coverage.

⛳️ Requirements

• Extensive, proven experience with Linux systems, including advanced command-line troubleshooting and investigation (4+ years).

• Background in enterprise technical support or a similar advanced support role, providing direct support to enterprise or strategic customers within an infrastructure-as-a-service or cloud environment (4+ years).

• Demonstrated expertise in at least one of the following: Kubernetes and container orchestration; GPU infrastructure and service delivery; distributed storage; virtualization technologies; enterprise networking and load balancing.

• Capable of teaching a technical domain to peers and fostering competence in other areas.

• Strong understanding of troubleshooting methodologies and the ability to apply them to complex, non-routine issues.

• Experience in mentoring, training, or otherwise enhancing the technical skills of other engineers.

• Excellent written and verbal communication skills in English.

• Ability to engage in technical discussions with individuals ranging from administrators to executive sponsors in high-pressure situations.

• Capacity to work independently and manage changing priorities in a dynamic operations environment with out-of-hours callout duties.

• Must be located in the United States.

• Must be legally authorized to work in the United States.

• Must not require employment visa sponsorship.

🏝️ Benefits

• 100% company-covered insurance premiums for employee medical, dental, and vision plans.

• 401(k) plan that offers a 100% match up to 4%, with immediate vesting.

• Professional Development Reimbursement of $2,500 annually.

• 11 Holidays in addition to Paid Time Off Accrual with a Rollover Plan.

• Increased PTO at the 3-year and 10-year anniversary marks.

• One month of paid sabbatical every five years.

• Annual Anniversary Bonus.

• $500 stipend for remote office setup in the first year, plus $400 each subsequent year.

• Internet reimbursement of up to $75 per month.

• Gym membership reimbursement of up to $50 per month.

• Company-paid Wellable subscription.