Senior Support Engineer - Tokyo

OpenAITokyo, Japan

Hybrid Full-time

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Experience Level

Senior

Qualifications

Candidates should possess a robust technical background with experience in troubleshooting complex systems, ideally with API integration. Strong problem-solving skills, excellent communication abilities, and a proactive approach to identifying and resolving issues are essential. Experience with automation tools and familiarity with AI technologies will be highly advantageous. A degree in Computer Science or a related field is preferred.

About the job

About Our Team

Join the Technical Support team at OpenAI, where our mission is to empower developers and enterprises to seamlessly leverage OpenAI models for their critical solutions. We take pride in providing expert technical guidance, troubleshooting complex challenges, and helping our clients maximize the potential of our advanced AI models. Collaborating closely with Technical Success, Product, Engineering, and other teams, we strive to ensure an unparalleled customer experience. With a focus on automation and the latest AI innovations, we are redefining Technical Support in an AI-driven world. Become a part of our Senior Support Engineering (SSE) team and help us shape the future.

About the Position

We are seeking an experienced Senior Support Engineer to partner with our key enterprise accounts and product teams to tackle some of the most challenging technical issues our customers encounter. As a member of OpenAI’s premier technical troubleshooting team, you will be the go-to expert for both our customers and engineering teams, providing invaluable technical insights to resolve intricate problems.

In this role, you will design and implement operational processes to monitor our most strategic clients alongside a dedicated 24x7 support team. Collaborating closely with Infrastructure and Engineering teams, you will ensure our customers have the best experience possible at scale. Your contributions will be vital to the success of innovative, groundbreaking, and large-scale AI solutions developed using the OpenAI API platform.

This is a unique opportunity where the focus is on low volume yet high-complexity challenges.

This position is based in Tokyo, Japan, utilizing a hybrid work model with 3 days in the office each week. We also offer relocation assistance for new employees.

Key Responsibilities:

Serve as a leading authority in technical troubleshooting for our API platform, acting as the final line of defense before escalation to the core Engineering team.
Proactively seek and implement strategies to enhance support operations through automation and cutting-edge AI advancements, influencing the future of technical support.
Set up and utilize sophisticated monitoring and alerting workflows to identify customer-impacting issues in real-time.
Collaborate with engineering teams to conduct reliability assessments and prepare for the launch of new features or updates based on strategic customer requirements.

About OpenAI

OpenAI is a pioneering organization at the forefront of artificial intelligence, dedicated to ensuring that advanced AI technologies are utilized safely and beneficially. We are committed to driving innovation and enabling developers to harness the full potential of our models. Our collaborative and dynamic work environment is designed to empower our team members and foster creativity and growth.

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