AI Support Engineer - Tokyo

Location: Tokyo, Japan

About the Position

Join OpenAI's User Operations team as an AI Support Engineer in Tokyo, where you will resolve complex technical issues and support mission-critical systems.

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering, and others, to deliver the best possible experience to our customers at scale.

Responsibilities

Customer Support: Work directly with customers to troubleshoot and resolve their most complex technical issues, including API failures, integration challenges, authentication errors, and production incidents. Provide end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.
Product Expertise: Become a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
Escalation Point: Serve as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
Continuous Improvement: Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
Operational Excellence: Drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
Support Coverage: Provide occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.

Requirements

Experience: 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
Technical Skills: Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
SaaS Troubleshooting: Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
Communication: Polished enterprise communication and calm demeanor with high-stakes customers during live incident calls.
Relationship Building: Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
Critical Thinking: Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
Adaptability: Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
Mindset: Bring a humble, team-first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed.
Education: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

About the Company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

We Offer

Hybrid Work Model: 3 days in the office per week.
Relocation Assistance: Offered to new employees.
Professional Growth: Opportunity to build the future of post-AGI support alongside us.
Collaborative Environment: Work closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience.

Join Us

At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.

AI Support Engineer - Tokyo

Job description