Technical Support Specialist

WHO WE ARE Vultr 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 Technical Support Specialist to support our customers and internal teams by responding to platform alerts, troubleshooting technical issues, and coordinating resolution across the organization. In this role, you will serve as part of a triage and support function, responding to customer inquiries and system alerts, diagnosing issues using established tools and procedures, and escalating complex problems to Technical Support Engineers, System Administrators, and Engineering teams as needed. This position is highly collaborative, customer-facing, and operational in nature, and plays a key role in meeting service-level objectives and maintaining platform reliability. Key Responsibilities - Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels. - Act as a first responder to platform-level alerts and issues, assessing impact and initiating appropriate troubleshooting and escalation. - Troubleshoot technical issues by reviewing system data, logs, and platform behavior using established procedures and documentation. - Identify whether reported issues are related to customer configuration, product functionality, or platform-level events. - Coordinate with system administrators, engineering teams, network operations, and other internal stakeholders to support issue resolution. - Escalate incidents appropriately based on severity, service-level objectives, and established escalation frameworks. - Communicate with remote data center staff via phone to address and resolve operational issues. - Support the creation and ongoing maintenance of internal and customer-facing documentation, including knowledge base articles, product guides, and troubleshooting procedures. - Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed. Qualifications - Foundational understanding of servers, computing principles, and how infrastructure-as-a-service platforms operate - Experience with Linux Command Line - Basic knowledge of enterprise networking concepts sufficient to understand system behavior and assist with troubleshooting - Strong customer service skills and the ability to communicate clearly in high-pressure situations - Ability to manage multiple tickets or issues simultaneously while adapting to shifting priorities - Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences. - Proficiency in the English language - Willingness and ability to learn new technologies and follow established processes in an entry