Customer Support Engineer (Tier 1 / Tier 2)
remotemid
via Ashby
About this role
CUSTOMER SUPPORT ENGINEER (TIER 1 / TIER 2)
Platform and software · shared across customers
Reports to: Manager, Customer Support
Location: Remote (US); rotating shifts
Department: Customer Operations
POSITION SUMMARY
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.
KEY 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)…
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
For this role: python, bash, kubernetes, jira
2
Level fit
This role is mid-level. We check your trajectory against it.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is remote-eligible — we factor in your stated location and time-zone overlap.
Score yourself on this role.
Free · no card · written explanation included
Skills in this role
Pulled from the job description. These are the keywords we'll weight when scoring your fit.
pythonbashkubernetesjira