Supervisor, Technical Support

Job description

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 Supervisor, Technical Support to join our Technical Support team, a central pillar of our platform reliability and customer experience in our global customer success team. In this role, you will oversee multiple teams of Technical Support Specialists and Engineers, and provide advanced technical support for Vultr’s products and infrastructure, serving as an escalation point for complex issues and supporting both customers and internal teams in diagnosing and resolving platform-related problems. As a Supervisor, Technical Support, you’ll work closely with customers, system administrators, and engineering teams to troubleshoot complex issues, coordinate resolution efforts, and contribute to the continuous improvement of support processes and documentation. You will also play a key role in coaching and monitoring daily performance of team members. 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 - 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. - 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 - 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 Compensation $70,000 - $90,000 Final compensation will vary depending on years of experience, background/skill set, location, and applicable laws. INCLUSION & PRIVACY We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Vultr will consider qualified applicants with arrest or conviction records in accordance with applicable laws and will not conduct a background check until after an offer of employment has been extended and accepted. We also take your privacy seriously. We handle personal information responsibly and follow applicable laws, including U.S. privacy rules and India’s Digital Personal Data Protection Act, 2023. Your data is used only for legitimate business purposes and is protected with proper security measures. Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy https://www.vultr.com/legal/privacy/.