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. 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! 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