Full-Time
Customer Support Engineer
Tier 1 / Tier 2
Updated on 8/1/2026
STN
51-200 employees
Vendor-agnostic IT infrastructure and GPU services
No salary listed
Remote in USA + 1 more
More locations: San Francisco, CA, USA
Remote
Rotating shifts, including weekend and holiday coverage, are required.
 Customer Experience & Support (1) |
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- The role requires at least 2 years of experience in technical support, customer support engineering, or NOC roles.
- The candidate must have strong Linux fundamentals and basic networking knowledge.
- The candidate must have excellent written communication and demonstrated customer empathy.
- The candidate must have experience with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management.
- The candidate must be willing to work rotating shifts.
- Handle inbound customer tickets through the support portal, email, and chat channels.
- Triage and prioritize issues against contractual response and resolution service-level agreements.
- Resolve Tier 1 issues using documented runbooks covering access, configuration, and 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 an 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 scores in alignment with team targets.
- GPU, cloud, or high-performance computing infrastructure background.
- Kubernetes or container platform troubleshooting experience.
- Multilanguage capability for international customer coverage.
- Scripting skills in Python or Bash for diagnostics and automation.
STN provides IT infrastructure services for enterprise IT and AI workloads. It designs, runs, and protects technology foundations through end-to-end services like Technology Consulting, Managed IT Services, and Technology Procurement via its VAR. Its GPU One platform offers private GPU-as-a-Service for scalable AI development, and STN One handles managed security, incident response, and risk/compliance. By being vendor-agnostic, STN crafts customized, secure, high-performance environments for sectors such as financial services, healthcare, government, and engineering.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
N/A
Founded
2016
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Simplify's Take
What believers are saying
- NVIDIA NCP program enables priority access to AI infrastructure blueprints for faster GPU One deployment.
- Global data center expansion and new robotics manufacturing strengthen their distributed GPU-as-a-Service network scalability.
- STN One platform aligns with HIPAA and SOC 2 standards to enhance trust in regulated industries.
What critics are saying
- NVIDIA's new GPU Cloud pricing cuts rental costs by 35%, eroding STN's AI infrastructure revenue base.
- Microsoft Azure offers faster GPU provisioning, displacing 20% of STN's enterprise AI clients by Q4 2026.
- STN's single-vendor NVIDIA GPU supply creates existential risk if a 20% shortage halts delivery in H1 2027.
What makes STN unique
- STN offers a vendor-agnostic consultant model architecting tailored IT and AI infrastructure solutions.
- Their GPU One platform delivers secure, high-performance GPU clouds specifically engineered for production AI workloads.
- STN provides end-to-end managed IT services combining cybersecurity, compliance, and infrastructure automation for diverse sectors.
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Remote Work Options
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