This is a fully remote position, open to applicants in United States.

• Manage incoming customer inquiries through support portals, emails, and chat platforms.

• Assess and prioritize issues based on contractual response and resolution service level agreements (SLAs).

• Address Tier 1 issues utilizing established runbooks (access, configuration, common errors).

• Escalate Tier 2 and Tier 3 issues to the relevant specialists with comprehensive context.

• Keep precise records of tickets, timelines, and communications with customers.

• Create and update knowledge base articles and documentation intended for customers.

• Engage in on-call rotations that include coverage during weekends and holidays.

• Recognize recurring issues and participate in providing feedback for products and runbooks.

• Assist with customer onboarding, offboarding, and modifications to accounts.

• Enhance customer satisfaction (CSAT) scores in line with team objectives.

• At least 2 years of experience in technical support, customer support engineering, or network operations center (NOC) roles.

• Solid understanding of Linux fundamentals and basic networking concepts.

• Exceptional written communication skills and demonstrated empathy towards customers.

• Familiarity with ticketing systems such as Zendesk, ServiceNow, and Jira Service Management.

• Openness to working rotating shifts.

• Background in GPU, cloud, or high-performance computing (HPC) infrastructure.

• Experience troubleshooting Kubernetes or container platforms.

• Ability to communicate in multiple languages for international customer support.

• Proficiency in scripting languages (Python, Bash) for diagnostics and automation.

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive work environment.

• Paid time off and holiday leave.

Customer Support Engineer, Tier 1 / Tier 2

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