Technical Support Engineer — Korean
About the role
DogeSMS serves customers in 60+ countries; first-line technical support runs as a follow-the-sun rotation across language regions. This radar role is the Korean-speaking seat in that rotation, focused on South Korea, where mobile authentication is mandatory across most consumer financial services under KISA-supervised PASS system. Korea's mandatory mobile identity verification (휴대폰 본인인증) creates an environment where SMS-based OTP is not just a convenience but a regulated identity flow. Customer support tickets in Korea often involve cross-checking carrier-side records with KCB / NICE Information / SCI identity validation systems, requiring familiarity with Korean fintech operational vocabulary. The role is intentionally different from a typical SaaS support seat. Roughly 60% of weekly hours go to working alongside our customer-facing AI agent: reviewing transcripts in Korean, labelling edge cases for retraining, and partnering with the AI Agent Platform team on evaluation datasets that capture region-specific phrasing ('인증번호', '본인인증', 'OTP', '문자 미수신'). The other 40% is direct human support for tickets the agent escalates — integration debugging with customer engineers, payment reconciliation questions, carrier-side delivery investigations. UTC+9 coverage shared with Tokyo seat, with Korean business-hour priority for K-fintech and K-commerce customers.
What you'll do
- Own first- and second-line technical support for Korean-speaking customers — primarily async (Intercom / email), with scheduled video sessions for enterprise accounts. Tickets routinely span carrier delivery, API integration, and payment reconciliation.
- Serve as the language-specific training data partner for our customer-facing AI agent: review Korean agent transcripts weekly, label correctness, build evaluation datasets that cover regional phrasing nuances ('인증번호', '본인인증', 'OTP', '문자 미수신').
- Translate region-specific technical context for English-language internal hand-offs — when a Korean customer reports a carrier-side delivery issue, the engineer on the other end of the escalation needs the technical detail in English without losing nuance.
- Maintain Korean versions of customer-facing documentation, status page messaging, and incident post-mortems where customer impact warrants region-specific communication.
What we expect
- Native or near-native Korean (written and spoken) with technical English at C1+ level — the AI agent training work and internal escalations require fluent English documentation.
- 2+ years in technical support or technical account management at a developer-facing SaaS, ideally in payments, telecom, or identity / authentication tooling. Experience reading API responses and explaining HTTP error codes to customer engineers.
- Direct prior experience working alongside AI agents in a support context — you have audited LLM responses, built eval cases, or partnered with an ML team on improving customer-facing agent quality. This is not a "willingness to learn" requirement; it is the primary differentiator for this role.
- Comfort with the on-call rhythm of distributed-team support: timezone-overlapping with neighboring language seats, English hand-offs at shift change, no expectation of office attendance.
Compensation
On the radar. Compensation is calibrated to local cost of living when we open this role — we publish bands when we begin interviewing, not before. USD-denominated regardless of jurisdiction, contractor or employment depending on your legal situation.
Hiring process
- Not actively interviewing right now — this role sits on our 12-month hiring roadmap rather than today's pipeline.
- Submit the talent pool form below; we reach out when we begin interviews, typically 4-8 weeks before a public hire.
- When the role opens, expect a process similar to our current active openings: a short async exercise, 1-2 conversations with the relevant team, and a scoped paid trial project. We do not run leetcode-style screens.
Join the talent pool
Submit the form below to be considered when this role opens. We typically reach out 4-8 weeks before we begin interviews.