AI Support Engineer

Responsibilities

• Troubleshoot and resolve complex customer issues, including API failures, integration challenges, authentication errors, and production incidents.
• Own issues end to end by debugging logs, analyzing system behavior, reproducing problems, and providing expert guidance.
• Serve as a technical escalation point, partnering with customers and Engineering to resolve issues and prevent recurrence.
• Use scripting and AI capabilities to improve internal tooling and automate operational workflows.
• Partner with Product and Go-To-Market teams to scale solutions and improve support practices.
• Identify and implement automation and AI-powered workflows that increase efficiency and reduce manual effort.
• Provide occasional holiday and weekend on-call coverage as needed.

Requirements

• Fluent business-level Korean and English, both spoken and written.
• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
• Experience using emerging AI technologies and scripting or engineering code, such as Python, to automate tasks and integrate tools.
• Expert-level SaaS troubleshooting skills and the ability to understand new technologies and complex concepts quickly.
• Strong enterprise communication skills and composure during high-stakes incident calls.
• Experience building strong relationships with customers and cross-functional partners to resolve complex issues.
• Exceptional critical thinking, problem-solving, and technical communication abilities.
• Bachelor’s degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.

Nice to Have

• Experience in high-growth technology startups or other fast-paced environments.
• Familiarity with OpenAI API, ChatGPT, or Codex.