AI Support Engineer - Tokyo

About the Team

OpenAI’s User Operations team supports customers' adoption of AI and ensures exceptional product experiences. We resolve complex issues, provide technical guidance, and help customers maximize value from our products.

About the Role

We're seeking experienced individuals to solve complex challenges faced by customers while building the future of post-AGI support. In this role, you'll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel technical problems.

Responsibilities

• Work directly with customers to troubleshoot and resolve complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
• Become a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
• Serve as a critical escalation point and line of defense for complex technical issues, partnering with customers and Engineering teams to troubleshoot and resolve issues.
• Take learnings from resolving customer issues and create approaches to scaling these solutions, partnering with Product and Go-To-Market teams.
• Drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency.
• Provide occasional holiday and weekend support on call coverage, as needed.

Requirements

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally within high-growth tech startups.
• Comfortable using emerging technologies like Codex, ChatGPT, OpenAI API, etc. to script or engineer code for automating repetitive tasks.
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication and calm demeanor with high-stakes customers during live incident calls.
• Proven experience building strong relationships with customers and cross-functional partners.
• Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Benefits

OpenAI offers relocation assistance to new employees and uses a hybrid work model of 3 days in the office per week.

Company Culture

OpenAI is an equal opportunity employer committed to providing reasonable accommodations to applicants with disabilities.