Platform and software · shared across customers
Reports to: Manager, Customer Support
Location: Remote (US); rotating shifts
Department: Customer Operations
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.
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
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
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
Remote Customer Support Engineer (Tier 1 / Tier 2) • Ponce, Puerto Rico
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