Supervisor, Technical Support

About the role

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.

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.

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 enterpris

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