About the role

Vultr is seeking a Supervisor, Technical Support to join our Technical Support team. 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.

Requirements

• 3+ years enterprise technical support or similar advanced support role with significant leadership experience
• Strong customer service skills
• Proven ability to manage multiple teams
• Strong experience with Linux systems and command-line tools
• Understanding of troubleshooting methodologies
• Experience with enterprise networking concepts
• Experience supporting enterprise customer environments in IaaS/cloud context
• Proficiency with English language

What you'll do

• Respond to customer inquiries and provide technical guidance, including complex or escalated issues
• Act as incident owner to platform-level alerts and incidents
• Achieve target KPIs including first response, resolution, and CSAT
• Perform quality ticket analysis and provide feedback to agents
• Lead complex incident analysis and root cause investigations
• Coordinate with system administration, engineering, and networking teams
• Serve as escalation point for Technical Support Specialists and Engineers
• Create and maintain internal documentation and knowledge base articles