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 32 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 highly skilled and experienced Vice President of Customer Support to lead our global support organization across Customer Support (Accounts & Billing), and Technical Support. This leader will be responsible for scaling and optimizing a high-performing, customer-centric support function for a rapidly-growing global cloud infrastructure provider. The ideal candidate is an experienced executive from the Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), or cloud computing sector, with deep knowledge of cloud operations, technical support at scale, and the frameworks needed to deliver world-class reliability, responsiveness, and customer trust. This is a highly visible role in a high-growth technology company, which will require driving the global support strategy, measuring and reporting status to executive leadership, and implementing data driven decisions & processes for continuous improvement. This is your opportunity to join our fast-growing team and leave your mark on Vultr and the future of cloud infrastructure.
Key Responsibilities
1. Strategic Leadership
Define and execute the global support strategy aligned with company growth, platform reliability, and customer experience objectives.
Build and maintain a world-class multi-tiered support organization, spanning reactive ticket support, proactive customer care, and incident response.
Partner with Product, Engineering, and Customer Success leadership to drive feedback loops that improve product quality, platform reliability, and customer satisfaction.
Establish clear KPIs and OKRs for responsiveness, resolution, CSAT/NPS, uptime communication, and operational excellence.
2. Customer Support (Accounts & Billing)
Oversee the global customer support organization handling billing, account management, and customer policy inquiries.
Ensure consistent quality, efficiency, and empathy in every customer interaction through structured training, QA, and tooling.
Implement and optimize automation and AI-driven solutions to improve case routing, response time, and self-service adoption.
3. Technical Support
Lead and evolve the Technical Support organization responsible for diagnosing complex infrastructure issues across compute, storage, networking, and GPU clusters.
Define escalation pathways and SLAs for Tier 1-3 incidents, including integration with SRE and Platform Engineering teams.
Drive development of internal tooling, documentation, and telemetry to empower faster and more accurate root-cause analysis.
Champion a culture of continuous improvement through problem classification, post-incident reviews, and metrics-driven process optimization.
4. Operational Excellence
Implement data-driven decision frameworks, dashboards, and early warning systems across all support functions.
Establish a scalable 24×7 global coverage model with tiering and efficient on-call management.
Partner closely with Finance to forecast headcount, budget, and productivity improvements.
Represent the Support function in executive reviews, board reporting, and cross-functional leadership discussions.
Qualifications
15+ years of experience in Customer Support, Technical Support, or Operations, including 5+ years in executive leadership roles.
Proven leadership in IaaS, PaaS, or cloud infrastructure organizations (e.g., compute, storage, networking, GPU/AI cloud, or hyperscale environments).
Demonstrated success in scaling global teams, building processes across time zones, and implementing automation and AI in support workflows.
Strong operational mindset with deep understanding of incident management, SLAs, post-mortems, and support analytics.
Experience overseeing Trust & Safety, abuse management, or compliance operations is preferred.
Exceptional collaboration and communication skills with technical and executive audiences.
Compensation
$180,000 - $210,000
This salary can vary based on location, years of experience, background and skill set.
Inclusion & Privacy
We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws.
We also take your privacy seriously. We handle personal information responsibly and follow applicable laws, including U.S. privacy rules and India’s Digital Personal Data Protection Act, 2023. Your data is used only for legitimate business purposes and is protected with proper security measures.
Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy.
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