Senior Technical Support Engineer

🕒 September 11

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 3%

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Vultr

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🤖 Artificial Intelligence

Cloud Computing • Artificial Intelligence

Vultr is a cloud infrastructure provider offering a wide range of services including compute instances, storage, managed databases, and GPU clusters. The company focuses on providing high-performance and accessible cloud solutions, leveraging both AMD and NVIDIA technologies to power applications in artificial intelligence, high-performance computing, and general workloads. Vultr offers services that are designed to be simpler and more cost-effective than major competitors like AWS, GCP, and Azure, with global data center locations to support diverse deployment needs.

📋 Description

• Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues • Engage directly with strategic customers via email, Slack, Zoom, Google Meet, tickets, and video conference • Develop and maintain deep expertise in an assigned technical domain • Transfer technical expertise to fellow Senior Technical Support Engineers • Train Technical Support Engineers in advanced Linux troubleshooting and strategic/VIP account architectures • Author and maintain advanced troubleshooting documentation, runbooks, and knowledge base content • Prepare technical inputs for quarterly business reviews and attend QBRs to present and discuss analysis • Identify recurring issues and incident patterns and share insights with engineering and account teams • Serve as the terminal technical escalation point for strategic and VIP accounts • Own incident resolution through root cause analysis and preventative recommendations • Troubleshoot complex issues across Kubernetes, GPU infrastructure, virtualization, storage, and networking • Act as named technical lead for an assigned subset of strategic and VIP accounts • Participate in retrospectives and live troubleshooting sessions • Coordinate with system administration, engineering, networking, and data center teams on platform problems and outages • Provide coverage across EMEA and US business hours • Serve as a rotating out-of-hours callout resource • Participate in a 24/7 team-based operations environment with scheduled shift coverage

🎯 Requirements

• 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: Kubernetes and container orchestration; GPU infrastructure and service delivery; distributed storage; virtualization technologies; enterprise networking and load balancing • Ability to teach a technical domain to peers and build working competence in other domains • Solid grasp of troubleshooting methodologies and 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 • Ability to hold a technical conversation from administrator to 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 • 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-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 anniversary • 1 month paid sabbatical every 5 years • Anniversary Bonus each year • $500 stipend for remote office setup in 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

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