Vultr - Supervisor, Technical Support
Requirements
• Demonstrated experience in enterprise technical support or a similar advanced support role (3+ years) with significant leadership experience • Strong customer service skills and the ability to communicate effectively in high-pressure or time-sensitive situations • Proven ability to manage multiple teams and drive strategic initiatives. • Excellent leadership, team motivation, and communication skills. • Positive “can do” attitude, able to bring clarity to chaos • Self-motivated, able to prioritize multiple competing priorities • Ability to work independently, manage shifting priorities, and maintain focus in a fast-paced, 24/7 operations environment • Strong written and verbal communication skills • Strong experience working with Linux systems, including advanced use of command-line tools for troubleshooting and investigation • Solid understanding of troubleshooting methodologies and the ability to apply them to complex, non-routine technical issues • Experience with enterprise networking concepts sufficient to diagnose and support platform-level issues • Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud-based context • Proficiency with the English language • Knowledge of enterprise GPU service delivery is a plus • Familiarity with containers and Kubernetes in an enterprise environment is a plus
Responsibilities
• Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues. • Act as an incident owner to platform-level alerts and incidents, assessing impact, performing advanced troubleshooting, and initiating appropriate escalation. • Achieve target KPIs, including first response, responses under two hours, ticket resolution, and customer satisfaction tickets. • Perform quality ticket analysis and provide constructive feedback to agents on minimum 2 tickets per agent per week. • Lead complex incident analysis, perform root cause investigations, and develop recommendations to prevent recurrence of platform-level issues • Coordinate with system administration, engineering, networking, and other internal teams to resolve platform-level problems and outages. • Recommends corrective and preventive actions based on analysis of platform behavior and incident trends • Support the resolution of escalated customer complaints by providing technical analysis, clear communication, and timely updates. • Serve as an escalation point for Technical Support Specialists and Engineers, assisting with diagnosis, troubleshooting approach, and resolution strategy. • Create, update, and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness and consistency. • Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration. • Serve as subject matter expert, setting diagnostic standards and best practices for the support function. • Assist with training team members including new hires. • Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.
Benefits
• $70,000 - $90,000 • Final compensation will vary depending on years of experience, background/skill set, location, and applicable laws. • INCLUSION & PRIVACY
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