AI Support Engineer

About The Team

The User Operations team at OpenAI ensures customers effectively adopt AI, delivering exceptional product experiences. This pioneering post-AGI support team resolves complex customer issues, offers technical guidance, and collaborates closely with sales, engineering, product, and technical success teams to provide scalable, top-tier customer support. Our client base ranges from startups to large enterprises globally.

About The Role

We seek experienced, curious professionals to tackle complex customer challenges as part of the evolving post-AGI support function. You will troubleshoot high-impact issues via support tickets and live calls in a rapid innovation environment. Supporting critical systems on OpenAI's platform, you will be a vital resource for customers operating at scale.

Key Responsibilities

• Directly troubleshooting and resolving complex technical issues such as API failures, integration problems, authentication errors, and production incidents with end-to-end ownership.
• Becoming an expert on OpenAI’s platform and serving as a primary contact for intricate issues.
• Acting as a critical escalation point, collaborating with engineering teams for troubleshooting and preventing recurring problems, leveraging scripting and AI tools to enhance support workflows.
• Applying knowledge gained from customer interactions to improve support scaling in partnership with product and go-to-market teams.
• Driving operational improvements by identifying automation opportunities and implementing AI-powered workflow enhancements to boost efficiency.
• Providing occasional support coverage during holidays and weekends as required.

Qualifications and Attributes

• Minimum 8 years of experience in user operations, engineering, or support engineering roles, preferably in fast-paced, high-growth tech companies.
• Proficiency with scripting (e.g., Python) and familiarity with emerging AI technologies such as Codex, ChatGPT, and the OpenAI API for automating repetitive tasks and tool integration.
• Advanced SaaS troubleshooting capabilities with a quick grasp of new technologies and complex concepts.
• Excellent communication skills, maintaining composure during live, high-pressure customer incidents.
• Proven record of building strong collaborations with customers and internal partners to resolve complex challenges.
• Strong critical thinking and problem-solving abilities combined with clear, effective technical communication.
• Adaptable to ambiguity and rapid changes, with a commitment to continuous learning and growth.
• A collaborative, humble attitude with a genuine eagerness to support peers and customers.
• Bachelor's degree in Computer Science, Computer Engineering, or a related technical field, or equivalent practical experience.

Additional Information

This role is based in Singapore with a hybrid working model requiring three days in the office weekly. Relocation assistance is provided for new hires. Fluency in English (spoken and written) is mandatory as all communication and interviews will be conducted in English.

OpenAI is an equal opportunity employer focused on AI safety and inclusive benefits for humanity, valuing diverse perspectives. Background checks will be conducted in line with relevant laws, including fair chance ordinances where applicable.

OpenAI is committed to providing reasonable accommodations for applicants with disabilities.