ashby
Customer Support Engineer (Tier 1 / Tier 2)
STN Inc
Remote, USA
Full-time
Entry · 2+ years experience
Remote
Discovered 2 days ago
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Role Overview
The Customer Support Engineer provides tiered support for GPU One (GPUaaS) customers via ticketing channels, resolves issues using documented runbooks, and escalates to NOC, Platform, or TAM as needed. This role is a critical contributor to customer experience and CSAT.
Key Skills for This Role
LinuxZendeskServiceNowJira Service ManagementKubernetesPython
Full Job Posting
Customer Support Engineer (Tier 1 / Tier 2)
Platform and software · shared across customers
Reports to: Manager, Customer Support
Location
- Remote (US); rotating shifts
- Department: Customer Operations
Position summary
The Customer Support Engineer provides tiered support for GPU One (GPUaaS) customers via ticketing channels, resolves issues using documented runbooks, and escalates to NOC, Platform, or TAM as needed. This role is a critical contributor to customer experience and CSAT.
Key responsibilities
- Handle inbound customer tickets via support portal, email, and chat channels
- Triage and prioritize issues against contractual response and resolution SLAs
- Resolve Tier 1 issues using documented runbooks (access, configuration, common errors)
- Escalate Tier 2 and Tier 3 issues to appropriate specialists with full context
- Maintain accurate ticket records, timelines, and customer communications
- Author and maintain knowledge base articles and customer-facing documentation
- Participate in on-call rotation including weekend and holiday coverage
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