Technical Support Supervisor

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

📋 Description

• Address customer queries and offer technical support related to Vultr products and services, including handling complex or escalated matters.

• Act as the incident owner for platform-level alerts and incidents, evaluating impact, conducting advanced troubleshooting, and initiating necessary escalations.

• Meet target KPIs, which include first response times, responses within two hours, ticket resolutions, and customer satisfaction scores.

• Conduct quality ticket evaluations and provide constructive feedback to agents on at least two tickets per agent weekly.

• Lead in-depth incident analyses, carry out root cause investigations, and propose recommendations to avert future occurrences of platform-level issues.

• Collaborate with system administration, engineering, networking, and other internal teams to address platform-level challenges and outages.

• Suggest corrective and preventive measures based on the analysis of platform behavior and incident patterns.

• Aid in resolving escalated customer complaints by delivering technical analysis, clear communication, and timely updates.

• Act as an escalation resource for Technical Support Specialists and Engineers, helping with diagnosis, troubleshooting strategies, and resolution plans.

• Create, update, and maintain internal documentation, knowledge base articles, and support procedures to enhance team efficiency and consistency.

• Assist in maintaining and supporting enterprise customer environments, troubleshooting issues related to performance, availability, and configuration.

• Serve as a subject matter expert, establishing diagnostic standards and best practices for the support function.

• Support the training of team members, including new hires.

• Engage in a 24/7 team-based operations environment, including scheduled shift coverage as necessary based on business demands.

⛳️ Requirements

• Proven experience in enterprise technical support or a comparable advanced support role (3+ years) with substantial leadership experience.

• Strong customer service abilities and effective communication skills in high-pressure or time-sensitive situations.

• Demonstrated capability to manage multiple teams and drive strategic initiatives.

• Exceptional leadership, team motivation, and communication skills.

• Positive “can do” attitude, capable of bringing clarity to chaotic situations.

• Self-driven, able to prioritize multiple competing tasks.

• Capacity to work independently, navigate shifting priorities, and maintain focus in a fast-paced, 24/7 operational environment.

• Strong written and verbal communication skills.

• Extensive experience with Linux systems, including advanced command-line tool usage 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 assisting enterprise customer environments in an infrastructure-as-a-service or cloud-based context.

• Proficient in the English language.

• Familiarity with enterprise GPU service delivery is a plus.

• Knowledge of containers and Kubernetes in an enterprise setting 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.

• Increased PTO at 3-year and 10-year anniversaries + 1 month paid sabbatical every 5 years + Anniversary Bonus each year.

• $500 stipend for remote office setup in the 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.