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Technical Support Specialist

Penguin Solutions -
성남 분당내곡로

지금 지원하기

채용공고 세부정보

13일 전

상세 직무 내용

Technical Support Specialist

Date Posted: Jul 21, 2026

Requisition ID: 1863

Location: Seongnam-si, Gyeonggi-do , KR, 13529

Technical Support Specialist

Overview

We are seeking skilled and customer-focused Technical Support Specialists to join our team. In this role, you will provide Tier 1 & 2 technical support to end users of our AI cloud services, ensuring seamless GPUaaS operations. You will troubleshoot and resolve issues related to GPU utilization, AI frameworks, and cloud infrastructure, resolve customer billing inquires, collaborating with internal teams to deliver exceptional customer experiences.

Key Responsibilities

Perform real-time monitoring of GPU infrastructure at AI/HPC data center and participate in a 24/7 shift rotation to ensure continuous incident response.
Provide high-quality technical assistance to customers via email, chat, and video conferencing platforms.
Register tickets for customer requests and incidents; provide initial (Tier 1) response and Hardware troubleshooting & repair, incident reports following established manuals.
Collaborate with Tier 3 and engineering teams to escalate complex technical issues and ensure rapid dissemination of critical information.
Maintain and update technical documentation, runbooks, and troubleshooting guides.
Monitor and report on system performance and identify potential areas for process improvement.
Assist with asset inbound/outbound logistics and RMA (Return Merchandise Authorization) processing.

Qualifications

Ability to work in a shift-based environment (24/7/365).
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
Proficiency in Linux, server hardware, and network troubleshooting.
Strong analytical and problem-solving skills with the ability to resolve complex technical issues.
Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
A customer-centric mindset with a passion for delivering exceptional service.
Experience using monitoring and observability tools (e.g., Prometheus, Grafana).
Fluent in Korean (verbal and written); Proficient in English for communication (verbal and written).

Preferred Qualifications

Certifications: ITIL Foundation, Network Administrator, or Information Processing Engineer/Technician certifications.
Experience: Prior experience working in a Data Center (IDC) or Network Operations Center (NOC).
Language: Advanced English skills for effective communication with global stakeholders.
Technical Knowledge: Hands-on experience with incident management solutions such as ITSM, NMS

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