• Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues. • Act as a first responder to platform-level alerts and incidents, assessing impact, performing advanced troubleshooting, and initiating appropriate escalation. • 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, 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 • Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.

• Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels. • Act as a first responder to platform-level alerts and issues, assessing impact and initiating appropriate troubleshooting and escalation. • Troubleshoot technical issues by reviewing system data, logs, and platform behavior using established procedures and documentation. • Identify whether reported issues are related to customer configuration, product functionality, or platform-level events. • Coordinate with system administrators, engineering teams, network operations, and other internal stakeholders to support issue resolution. • Escalate incidents appropriately based on severity, service-level objectives, and established escalation frameworks. • Communicate with remote data center staff via phone to address and resolve operational issues. • Support the creation and ongoing maintenance of internal and customer-facing documentation, including knowledge base articles, product guides, and troubleshooting procedures. • Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed.

• Provide expert-level support to resolve complex technical issues escalated from Tier 1 and Tier 2 support teams • Conduct in-depth analysis of reported issues to identify root causes and develop effective solutions • Collaborate with cross-functional teams including development, product, test and infrastructure teams to troubleshoot and resolve issues • Document troubleshooting steps, resolutions and workarounds for reference for Tier 1 and Tier 2 support teams • Proactively identify trends in reported issues and recommend improvements to prevent future incidents • Participate in the testing and validation of software patches, updates, and new releases to ensure compatibility and stability • Maintain accurate records of support tickets, including details of actions taken and resolutions provided

• Act as the first point of contact for all the Slovak-speaking customers • Identify and assess customers’ needs to achieve satisfaction • Provide software troubleshooting for mobile devices (mobile phones, tablets & more) • Assist customers to manage/secure their account & passwords • Resolve customers’ online store post-sales requests • Manage large amounts of incoming calls & emails • Build sustainable relationships and trust with customer accounts • Handle customer complaints, provide appropriate solutions