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Supervisor, Technical Support
vultr
Remote, USA
Full-time
Remote
$70,000 to $90,000.
Discovered 2 weeks ago
Enterprise technical supportTeam leadershipLinuxCommand-line troubleshootingEnterprise networkingCloud infrastructure
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Enterprise technical supportTeam leadershipLinux
Role Overview
Vultr is seeking a Supervisor, Technical Support for its global customer success and Technical Support team.
The role oversees multiple support teams and provides advanced technical support for products and infrastructure.
The supervisor serves as an escalation point for complex customer and platform issues and supports internal teams with diagnosis and resolution.
Key Skills for This Role
Enterprise technical supportTeam leadershipLinuxCommand-line troubleshootingEnterprise networkingCloud infrastructure
Full Job Posting
About Vultr
Vultr provides cloud infrastructure products including Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage.
The company operates global cloud data center locations and serves customers across many countries.
Role Overview
Vultr is seeking a Supervisor, Technical Support for its global customer success and Technical Support team.
The role oversees multiple support teams and provides advanced technical support for products and infrastructure.
The supervisor serves as an escalation point for complex customer and platform issues and supports internal teams with diagnosis and resolution.
Key Responsibilities
- Respond to customer inquiries and provide technical guidance on Vultr products and services.
- Own platform-level alerts and incidents, assess impact, troubleshoot issues, and initiate escalation.
- Meet KPIs for first response, responses under two hours, ticket resolution, and customer satisfaction.
- Analyze ticket quality and provide feedback on at least two tickets per agent per week.
- Lead incident analysis, investigate root causes, and recommend actions to prevent recurrence.
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