AI Support Engineer
Provides advanced technical support to enterprise customers by troubleshooting APIs, integrations, authentication, and production incidents. Requires 8+ years of technical support or engineering experience plus fluent Korean and English.
About the job
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.
- Become a product and platform expert and serve as an escalation point for complex technical issues.
- Partner with customers and Engineering to resolve issues and prevent recurring problems.
- Use scripting and AI capabilities to improve internal tooling and automate operational workflows.
- Collaborate with Product and Go-To-Market teams to scale solutions derived from customer issues.
- Identify and implement automation and AI-powered workflows that improve team efficiency and support quality.
- Provide occasional holiday and weekend on-call coverage as needed.
Requirements
- Fluent business-level Korean, spoken and written.
- Fluent English, spoken and written.
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
- Expert SaaS troubleshooting skills and the ability to understand new technologies and complex concepts quickly.
- Experience communicating with enterprise customers during high-stakes live incident calls.
- Proven ability to build strong customer and cross-functional relationships to drive resolution of complex issues.
- Exceptional critical-thinking, problem-solving, and technical communication skills.
- Bachelor’s degree in Computer Science, Computer Engineering, or another relevant technical field, or equivalent practical experience.
Nice-to-haves
- Experience at a high-growth technology startup or similarly fast-paced environment.
- Experience using Codex, ChatGPT, the OpenAI API, Python, or comparable technologies to automate tasks and integrate tools.
- A humble, collaborative, curious, adaptable, and continuous-learning mindset.
Compensation and Benefits
- Hybrid work model with three days per week in the Tokyo office.
- Relocation assistance is available to new employees.
Skills
Python, OpenAI API, ChatGPT, Codex, Saas Troubleshooting, API Integrations, Log Debugging, Authentication, Incident Management, Automation
Similar jobs
Support Engineering jobs
Databricks
Tokyo, Japan
Provides advanced technical support and architectural guidance for Databricks Platform customers in Tokyo, troubleshooting complex data and cloud issues and coordinating escalations. Requires 4+ years of application development experience, strong SQL and Linux skills, cloud expertise, and Japanese-English proficiency.
OpenLoop
Remote
Own recurring supply chain operations including pharmacy partner invoicing, demand translation, capacity planning, and reporting. The role requires 5+ years of relevant experience, advanced spreadsheet modeling, and strong operational process ownership in a fast-changing environment.
Databricks
Japan
Resolves complex Databricks customer escalations by analyzing logs and metrics, troubleshooting distributed data environments, and bridging frontline support with engineering. The role requires 7+ years of experience, strong Python or Shell scripting, cloud expertise, Linux and networking skills, and a bachelor's degree.
PlanetScale
Remote
Supports developers and businesses using PlanetScale by troubleshooting production application and database issues, improving documentation, and translating recurring customer pain into product and process improvements. Requires SQL knowledge, programming experience, and strong technical communication.
ConductorOne
Remote
Provides hands-on technical support for a SaaS identity and security platform, troubleshooting integrations, APIs, containers, and hybrid deployments while guiding customers and collaborating cross-functionally. Requires 3+ years in technical support, solutions engineering, or DevOps.