Technical Support Engineer (KR)

As a Data Scientist, you will play a pivotal role in aligning our AI solutions with the unique needs of our manufacturing clients. Your primary responsibility will be to lead the development of state-of-the-art AI applications that tackle complex industry challenges, driving innovation and enhancing productivity. We are seeking an experienced data scientist capable of extracting valuable insights from manufacturing data. Your tasks will include mining, interpreting, and analyzing customer data to discover hidden opportunities and fully leverage its potential. Also, your role will involve direct interaction with customers to grasp their challenges and to understand their unique data characteristics. By closely engaging with customers, you will develop tailored data models and tools to meet their specific needs. Additionally, you will collaborate with our cross-functional teams to conceive, design, and develop innovative AI products for manufacturing by identifying new product features based on the understanding of customer data. Join a team of passionate innovators dedicated to revolutionizing the future of manufacturing. Take the lead in pioneering cutting-edge AI initiatives that directly impact real-world outcomes. Collaborate with a diverse and talented group of experts where your ideas will be highly valued, and your contributions will drive Gauss Labs towards becoming the global leader in industrial AI innovation. 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.