Supervisor, Technical Support

Key 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.
• 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.

Qualifications

• 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.
• Able 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.

Compensation

$70,000 - $90,000 Final compensation will vary depending on years of experience, background/skill set, location, and applicable laws.