Technical Support Engineer (KR)

Responsibilities

• Serve as the point of contact for end-user and internal-team inquiries about our software running in the customer-managed environment.
• Diagnose and resolve incoming inquiries wherever the knowledge base and access allow — investigating logs, metrics, and the customer environment directly rather than routing by default.
• Own each service-desk ticket through to resolution: after routing to the responsible team, actively follow up, coordinate across teams, chase blockers, and keep the customer updated until the issue is closed.
• Coordinate customer-environment changes through to completion: handle internal teams' requests and customer-side changes, aligning the request, timing, and impact across the customer and the internal teams who carry out the work.
• Escalate to engineering only where code or infrastructure changes are required, with clear, reproducible, well-documented context.
• Build and own the support knowledge base: actively capture diagnostic and resolution know-how from SRE and engineering teams, and document recurring issues as runbooks so they become independently resolvable.
• Use observability tooling to investigate and resolve issues.
• Work is primarily during Korean business hours, with occasional off-hours availability when customer-side maintenance requires it.

Basic Qualifications

• 3+ years in a technical support, support engineering, or customer-facing engineering role with hands-on troubleshooting
• Ability to diagnose and resolve technical issues independently
• Comfortable triaging technical inquiries and routing them across multiple teams, with strong follow-through.
• Working knowledge of Kubernetes, cloud infrastructure, and microservice architecture — enough to understand the environment, read inquiries, and communicate clearly with engineering teams.
• Familiarity with ticketing / service-desk tools (Jira, Jitbit) and observability tooling (Grafana, Prometheus, OpenSearch)
• Scripting / coding ability (Python, Bash)
• Strong customer communication skills; Native or fluent Korean for customer communication, and working proficiency in English (reading and writing) for internal documentation and technical coordination with engineering teams.

Preferred Qualifications

• Experience supporting software deployed in customer-managed (on-prem or customer-cloud) environments.
• Familiarity with escalation and hand-off processes between support and engineering teams.
• Exposure to manufacturing, semiconductor, or enterprise B2B customer environments.