Senior Technical Support Engineer

Who We AreVultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. With 33 global cloud data center locations, Vultr is trusted by hundreds of thousands of active customers across 185 countries for its flexible, scalable, global Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions. In December 2024 Vultr announced an equity financing at a $3.5 billion valuation. Founded by David Aninowsky and self-funded for over a decade, Vultr has grown to become the world’s largest privately-held cloud infrastructure company.

Vultr Cares

• 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

• Commitment matters to Vultr! 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

Join Vultr

Vultr is seeking a Senior Technical Support Engineer to join our Technical Support team and serve as the senior technical resource for Vultr’s strategic and VIP customers. In this role, you will act as the final technical escalation point for these accounts, taking ownership of the most complex issues across Kubernetes, GPU infrastructure, and the wider enterprise stack, and driving them through resolution and root cause analysis. The ideal candidate combines senior Linux System Administer technical skill with customer facing Technical Support experience, willing to troubleshoot the most complex issues directly with our most demanding customers.

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 caus...