Senior Support Engineer

Overview

Senior Support Engineer focused on troubleshooting real-world customer issues at the intersection of Support and Engineering, including debugging production problems and improving support operations.

What you'll do

• Act as an escalation point for difficult customer interactions and drive complex issue resolutions.
• Run incident response during on-call rotations for self-managed and software-as-a-service customers.
• Investigate Linux systems, logs, and a Ruby on Rails codebase to troubleshoot performance issues and reproduce bugs.
• Contribute merge requests to fix problems at the source.
• Improve documentation and refine support processes in the issue tracker.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales on feedback and priorities.

What you'll need

• Experience owning complex customer-facing technical cases from contact through triage, reproduction, resolution, and communication.
• Strong Linux systems administration and experience with scripting, Git, and CI/CD in production or customer environments.
• Ability to investigate issues across infrastructure and application levels.
• Experience mentoring teammates on complex troubleshooting and customer communication.
• Experience collaborating with Product/Engineering/Sales to translate customer feedback into product fixes and roadmap priorities.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing.
• Fluent Korean language skills (required).

Details

• Location: Remote, South Korea.
• Supports include running weekday and weekend on-call rotations during daytime hours.