Customer Support Engineer, Tier 1 / Tier 2

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STN Incorporated

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🏢 Enterprise

🔒 Cybersecurity

🔧 Hardware

Enterprise • Cybersecurity • Hardware

STN Incorporated is an enterprise-grade managed IT and cloud infrastructure provider that delivers secure, audit-ready infrastructure for business-critical systems and demanding AI workloads. STN operates a managed operating model offering private CPU clouds, GPU One AI infrastructure, secure networking and storage, and 24/7 human support with high uptime SLAs. Their services include managed infrastructure and cloud operations, cybersecurity operations and incident response, compliance and risk management (SOC 2 Type II, HIPAA-ready), backup and recovery, and enterprise technology procurement and lifecycle management. STN serves enterprises, high-growth SaaS companies, AI builders and model developers, robotics/physical AI firms, and regulated industries such as healthcare.

📋 Description

• 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

🎯 Requirements

• 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