Senior Support Engineer - Singapore

About The Role and Team

The Technical Support group at OpenAI ensures that developers and enterprises successfully implement mission-critical solutions leveraging OpenAI’s sophisticated AI models. The team offers expert technical support, facilitates problem resolution, and aids customers in extracting maximum benefit from AI deployments. Close collaboration with Technical Success, Product, and Engineering teams is foundational to delivering a scalable and superior customer experience. The team prioritizes automation and innovative AI technologies to enhance support workflows.

This senior-level position involves directly assisting strategic enterprise clients and working with product teams to address some of the toughest technical challenges encountered by customers using OpenAI’s API platform. The Senior Support Engineer (SSE) acts as a key technical troubleshooter and advisor, serving as the final escalation point prior to intervention by core Engineering. This role includes designing and implementing real-time monitoring and 24x7 operational processes for top-tier clients, coordinating with Infrastructure and Engineering groups to optimize customer experience at scale.

The nature of this role is characterized by low inquiry volume yet high problem complexity. Based in Singapore, it operates under a hybrid model requiring three office days weekly, with relocation support provided.

Key Responsibilities

• Serve as the leading technical expert on OpenAI’s API platform, tackling the most challenging issues before escalation to Engineering.
• Drive automation initiatives and leverage AI advancements to scale support operations effectively.
• Set up and maintain sophisticated monitoring and alerting systems to swiftly identify customer-impacting problems.
• Collaborate with Engineering to review system reliability, prepare for new product features or strategic customer needs, and ensure operational readiness including fallback plans.
• Develop and improve incident response procedures and documentation across support, engineering, and strategic clients.
• Review incident metrics and root cause analyses to continuously enhance monitoring dashboards, alert tuning, and support workflows.
• Provide support coverage during holidays and weekends as required.

Candidate Profile

• Bachelor’s degree in Computer Science or a related technical discipline with strong software engineering fundamentals.
• A minimum of eight years' experience in technical operations roles, such as Site Reliability Engineering or Network Operations Center, focusing on designing monitoring solutions and resolving production incidents within demanding environments.
• Expertise in contemporary monitoring, alerting, and observability methodologies, including hands-on experience with metrics, logging, tracing, SLIs/SLOs, alert configuration, and dashboard setup for distributed systems.
• Proven capability leading incident management during significant service disruptions, including incident coordination, root cause investigation, post-mortem reviews, and implementation of preventive measures aligned with industry best practices.
• Proficient in scripting or software development (Python or comparable languages) to automate routine tasks and integrate operational tools.
• Solid understanding of cloud infrastructure concepts and fundamentals related to distributed systems, encompassing cloud service platforms, load balancing, database management, and containerized environments.
• Strong cross-functional collaboration skills, excellent communication to articulate technical issues and resolutions to both technical teams and less technical stakeholders, and adeptness in coordinating multi-team efforts during incidents.

Additional Information

OpenAI is committed to creating and deploying artificial intelligence that benefits humanity globally. It is an equal opportunity employer, embracing diversity and non-discrimination on various legally protected grounds.

Background checks are conducted in compliance with local laws, ensuring fair consideration of applicants with conviction histories where legally applicable.

Reasonable accommodations for applicants with disabilities are supported upon request.