Customer Support Engineer

Customer Support Engineer (Tier 1 / Tier 2)Platform and software · shared across customersReports to: Manager, Customer SupportLocation: Remote (US); rotating shiftsDepartment: Customer OperationsPosition summaryThe 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 channelsTriage and prioritize issues against contractual response and resolution SLAsResolve Tier 1 issues using documented runbooks (access, configuration, common errors)Escalate Tier 2 and Tier 3 issues to appropriate specialists with full contextMaintain accurate ticket records, timelines, and customer communicationsAuthor and maintain knowledge base articles and customer-facing documentationParticipate in on-call rotation including weekend and holiday coverageIdentify recurring issues and contribute to product and runbook feedback loopsSupport customer onboarding, offboarding, and account changesDrive customer satisfaction (CSAT) scores in alignment with team targetsRequired qualifications2+ years in technical support, customer support engineering, or NOC rolesStrong Linux fundamentals and basic networking knowledgeExcellent written communication and demonstrated customer empathyExperience with ticketing systems (Zendesk, ServiceNow, Jira Service Management)Willingness to work rotating shiftsPreferred qualificationsGPU, cloud, or HPC infrastructure backgroundKubernetes or container platform troubleshooting experienceMulti-language capability for international customer coverageScripting skills (Python, Bash) for diagnostics and automation