STN
Vendor-agnostic IT infrastructure and GPU services
Customer Support Engineer - Tier 1 / Tier 2
More locations: San Francisco, CA, USA
Rotating shifts, including weekend and holiday coverage, are required.
About the job
- 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.
About the company
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
- STN listed on CRN Solution Provider 500 in 2026 for the fourth straight year.
- STN launched early access for NVIDIA B300 on September 4, 2026, signaling demand.
- STN states active GPU One locations in Silicon Valley, Los Angeles, and Chicago.
What critics are saying
- STN's 2026 vision spans robotics, autonomous data centers, and global AI utility, diluting focus.
- GPU One still relies on colocation providers; Missouri, South Carolina, and Texas remain under development.
- STN's growth narrative depends on NVIDIA supply access and partner status, both concentrated dependencies.
What makes STN unique
- STN runs GPU One on validated NVIDIA H200, B200, B300, and GB300 architecture.
- STN pairs managed IT, cybersecurity, procurement, and GPU cloud under one operating model.
- STN markets vendor-agnostic roadmapping for regulated buyers in healthcare, finance, and government.
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Benefits
Remote Work Options
Hybrid Work Options