Infrastructure Support Lead

You will manage technical support delivery for a customer installed base. You will lead issue resolution and escalations, build support workflows and knowledge bases, operate ticketing and field-service tools, coordinate global support partners, and drive hardware service activities including RMA, spares, and dispatch.

Responsibilities

• Manage the support team and maintain delivery standards
• Lead customer issue resolution and route escalations to the appropriate engineer
• Build and operate support intake triage escalation and service workflows
• Own knowledge bases runbooks troubleshooting guides and customer documentation
• Implement and operate ticketing and field service management tools
• Coordinate with global support partners and internal technical and business teams
• Drive RMA spares and dispatch workflows

Requirements

• More than eight years of technical support field service or service delivery experience for customer-site hardware
• More than two years of experience with AI or ML infrastructure or accelerated compute environments
• More than two years of experience leading a support or field engineering team
• Ability to lead technical debugging and analyze hardware and software issues
• Hands-on Linux Kubernetes containerized inference serving and Python experience
• Ability to explain technical AI concepts to non-technical stakeholders
• Experience supporting external customers with hardware software and performance issues
• Experience owning major incidents for enterprise or government customers
• Experience with hardware service operations including warranty RMA spares and dispatch
• Experience building support processes or functions
• Experience delivering services through third parties
• Based in Korea
• Professional Korean and English fluency