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.
Responsibilities
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.
Basic Qualifications
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.
Preferred Qualifications
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