About the role
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.
Originally posted on Himalayas