Customer Support Engineer (Tier 1 / Tier 2)
New
S
STN IncAI, GPUaaS
Remote (US), rotating shifts; weekend and holiday coverage requiredFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- LinuxZendeskServiceNowNetworkingTechnical supportCustomer support
Requirements
- 2+ years in technical support, customer support engineering, or NOC roles
- Strong Linux fundamentals
- Basic networking knowledge
- Excellent written communication skills
- Demonstrated customer empathy
- Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management)
- Willingness to work rotating shifts
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
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