Source description
About the role
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.
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