STN Inc

Customer Support Engineer (Tier 1 / Tier 2)

Posted 2 Days Ago

Hiring Remotely in USA

Remote

Junior

Cloud • Information Technology • Cybersecurity • Infrastructure as a Service (IaaS)

The Role

Provides Tier 1 and Tier 2 technical support for GPUaaS customers through ticketing, email, and chat. Responsibilities include triaging issues against SLAs, resolving common problems using Linux and networking knowledge, escalating complex incidents, maintaining ticket records, creating documentation, supporting account lifecycle changes, participating in rotating on-call coverage, and improving runbooks and customer satisfaction.

Summary Generated by Built In

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
Identify recurring issues and contribute to product and runbook feedback loops
Support customer onboarding, offboarding, and account changes
Drive customer satisfaction (CSAT) scores in alignment with team targets

Required qualifications

2+ years in technical support, customer support engineering, or NOC roles
Strong Linux fundamentals and basic networking knowledge
Excellent written communication and demonstrated customer empathy
Experience with ticketing systems (Zendesk, ServiceNow, Jira Service Management)
Willingness to work rotating shifts

Preferred qualifications

GPU, cloud, or HPC infrastructure background
Kubernetes or container platform troubleshooting experience
Multi-language capability for international customer coverage
Scripting skills (Python, Bash) for diagnostics and automation

Skills Required

2+ years of experience in technical support, customer support engineering, or NOC roles
Strong Linux fundamentals
Basic networking knowledge
Excellent written communication
Demonstrated customer empathy
Experience with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management
Willingness to work rotating shifts
GPU, cloud, or HPC infrastructure background
Kubernetes or container platform troubleshooting experience
Multilingual capability for international customer coverage
Python or Bash scripting skills for diagnostics and automation

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The Company

99 Employees

Year Founded: 2016

What We Do

STN, Inc. is a managed technology and infrastructure provider serving enterprise, regulated, and AI-driven organizations. It designs, operates, and supports secure, scalable systems, including managed IT, cloud and platform services, cybersecurity, data management, compliance engineering, enterprise hardware and software, and GPU One, its GPU-as-a-Service platform for AI training, tuning, inference, and other high-performance workloads. STN emphasizes reliability, audit readiness, and ongoing human support.