This is a highly visible role in a high-growth technology company, which will require a candidate that is technically driven, detail-oriented, and customer obsessed with strong communication skills. Outside of active escalations, you will focus on building the capability of the wider support organization writing advanced troubleshooting documentation, training Technical Support Engineers in advanced Linux and in the architectures of our strategic accounts, and developing depth in an assigned technical domain that you share with the rest of the Senior Technical Support Engineer team.
Key Responsibilities
Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues.
Directly engage with strategic customers via email, Slack, Zoom, Google Meet, and other channels.
Develop and maintain deep expertise in an assigned technical domain — such as Kubernetes, GPU infrastructure, distributed storage, virtualization, or enterprise networking — and transfer that expertise to fellow Senior Technical Support Engineers so the team carries redundant depth.
Train Technical Support Engineers in advanced Linux troubleshooting and in the architectures of Vultr’s strategic and VIP accounts.
Author and maintain advanced troubleshooting documentation, runbooks, and knowledge base content.
Support Customer Success Managers by preparing the technical inputs for quarterly business reviews, and attend QBRs to present and discuss that analysis.
Identify recurring issues and incident patterns across strategic accounts, and feed those insights to engineering and account teams to reduce repeat impact.
Serve as the terminal technical escalation point within Technical Support for strategic and VIP accounts, taking ownership of complex issues escalated by Technical Support Engineers, driving them to resolution.
Own the technical resolution of incidents affecting strategic and VIP customers, remaining owner through root cause analysis and preventative recommendation.
Troubleshoot complex, non-routine issues across the enterprise stack — Kubernetes, GPU infrastructure, virtualization, storage, and networking.
Act as named technical lead for an assigned subset of strategic and VIP accounts, maintaining working knowledge of each customer’s environment and issue history to accelerate diagnosis, while sharing responsibility with the team for the full portfolio.
Engage directly with strategic customers via tickets, email, Slack, and video conference, and participate in retrospectives and live troubleshooting sessions.
Coordinate with system administration, engineering, networking, and data center teams to resolve platform-level problems and outages.
Provide coverage aligned to peak strategic and VIP activity across EMEA and US business hours, and serve as an out-of-hours callout resource on a rotating basis for incidents the on-shift team cannot resolve.
Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.
Qualifications
Deep, demonstrated experience with Linux systems, including advanced command-line troubleshooting and investigation (4+ years)
Experience in enterprise technical support or a similar advanced support role, directly supporting enterprise or strategic customers in an infrastructure-as-a-service or cloud context (4+ years)
Demonstrated depth in at least one of the following, with the ability to teach it to peers and to build working competence in the others:
Kubernetes and container orchestration
GPU infrastructure and service delivery
Distributed storage
Virtualization technologies
Enterprise networking and load balancing
Solid grasp of troubleshooting methodologies and the ability to apply them to complex, non-routine issues
Experience mentoring, training, or otherwise developing the technical capability of other engineers
Strong English written and verbal communication, able to hold a technical conversation with anyone from an administrator to an executive sponsor in high-pressure situations
Ability to work independently and manage shifting priorities in a fast-paced operations environment with out-of-hours callout responsibility
Strong written and verbal communication skills
Strong proficiency with the English language
Compensation
$90,000 - $110,000
Final compensation will vary depending on years of experience, background/skill set, location, and applicable laws.
INCLUSION & PRIVACY
We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Vultr will consider qualified applicants with arrest or conviction records in accordance with applicable laws and will not conduct a background check until after an offer of employment has been extended and accepted.
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Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy https://www.vultr.com/legal/privacy/.
