Customer Support Engineer

Location: United States We’re always interested in connecting with experienced Customer Support Engineers who could be a great fit for our team as Verge.io continues to grow. As a Customer Support Engineer at Verge.io, you’ll work directly with customers to help them deploy, operate, and get the most out of VergeOS, troubleshooting complex infrastructure issues and guiding implementations and migrations along the way. It's a hands-on technical role for someone who enjoys solving hard problems and working directly with people. You’ll also help turn what you learn into better documentation and repeatable processes, using AI as a practical tool to research issues, analyze logs, and find better ways to solve recurring problems. The Role You’ll work directly with customers throughout their experience with VergeOS, from implementation and migration through ongoing support, optimization, and upgrades. That includes: Troubleshooting and resolving technical issues across the VergeOS platform Managing escalations and complex customer inquiries Guiding customers through implementations and migrations Helping customers optimize their environments and follow platform best practices Providing technical guidance for upgrades, maintenance, and other platform changes Partnering with Engineering to investigate and resolve complex technical issues Documenting technical solutions and contributing to our internal and customer-facing knowledge base Identifying recurring issues and turning solutions into repeatable processes Using AI to research issues, analyze information, improve responses, and build more efficient support and deployment workflows Participating in an on-call rotation as needed Who You Are Successful Customer Support Engineers at Verge.io are technical problem-solvers who genuinely enjoy figuring out how things work, and why they sometimes don't. You’re comfortable digging into Linux, virtualization, networking, logs, and infrastructure configurations to get to the root of a problem. You can work independently when needed, but you also know when to pull in Engineering or other members of the team. You’re equally comfortable working with people. You can take a complicated technical issue and explain it clearly to a customer, keep communication moving while an issue is being resolved, and build confidence even when the answer isn't immediately obvious. You also look beyond the individual ticket. When you solve something, you think about how we can document it, automate it, or improve the process so the next customer, and the rest of the team, benefits from what you learned. The Experience We’re Looking For We typically look for: Significant experience in technical support, infrastructure engineering, systems administration, or a similarly hands-on technical role Strong Linux administration skills, ideally within Debian-based environments Hands-on experience with virtualization technologies, including KVM/QEMU or similar platforms A strong understanding of networking concepts and experience troubleshooting a variety of network configurations Experience troubleshooting complex infrastructure issues and working through problems methodically Strong communication skills and the ability to explain technical concepts clearly Experience working directly with customers in a technical capacity Comfort working independently in a remote, fast-moving environment Practical experience using AI in your work, with examples of how it has helped you research, troubleshoot, automate, document, or work more effectively Additional Experience That’s Valuable Experience in any of the following areas can be especially helpful: VMware, Nutanix, Hyper-V, or other virtualization platforms AWS, Google Cloud, Azure, or other cloud environments Scripting or automation using Python, Bash, Go, or similar languages REST APIs and systems integrations GitHub projects or code samples, particularly projects involving automation or AI-assisted workflows A degree in Computer Science, Information Technology, or a related field can be helpful, but it isn't required. We value demonstrated technical experience and the ability to solve real-world problems. #J-18808-Ljbffr