Customer Support Engineer (Tier 1 / Tier 2)

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