[Remote] Technical Support Specialist

Note: The job is a remote job and is open to candidates in USA. Vultr is a high-performance cloud infrastructure company that provides scalable solutions for enterprises and AI innovators. They are seeking a Technical Support Specialist to respond to customer inquiries, troubleshoot technical issues, and coordinate resolutions across the organization.

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

Skills

• 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-level technical role

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

Company Overview