Gauss Labs is an industrial AI company on a mission to revolutionize manufacturing with AI, starting with the semiconductor sector. Panoptes, is an AI-based virtual metrology solution deployed in high-volume manufacturing fabs, helping customers improve yield, reduce costs, and accelerate production. Our software runs in our customers' own managed environments, and we're seeking a Technical Support Engineer to serve as the first responder for customers and internal teams working with our software in customer-managed environments. You will diagnose and resolve incoming inquiries from the customers — resolving a growing share independently as you build up the diagnostic knowledge base — and for anything requiring other teams, own the ticket through to resolution. System and platform incidents remain owned by the SRE team; this role does not carry an on-call rotation.
- 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.
- 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.
- 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.
[Interview process]
Application review - Phone interview - Virtual onsite interview - VP interview/Core Value interview - CEO interview
