AI Support Engineer - Tokyo
Remote • Tokyo, Japan • FullTime
Posted 24d ago
About the job
OpenAI is seeking dedicated and curious individuals to join our User Operations team as an AI Support Engineer in Tokyo. This role involves working directly with customers to resolve complex technical issues, troubleshoot high-impact problems, and provide technical guidance on OpenAI's products and platform. You will be a critical line of defense for customers operating at massive scale, helping to define the future of post-AGI support. Beyond issue resolution, you will partner with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience by leveraging automation and AI technologies.
Responsibilities
- Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, authentication errors, and production incidents.
- Provide end-to-end ownership through debugging, analyzing system behavior, reproducing issues, and delivering expert guidance.
- Become a trusted expert on OpenAI's products and platform, serving as a go-to resource for complex technical issues.
- Act as a critical escalation point, partnering with customers and Engineering teams to resolve and prevent recurring problems.
- Leverage scripting and AI capabilities to improve internal tooling and automate operational workflows.
- Translate learnings from customer issues into scalable solutions, partnering with Product and Go-To-Market teams.
- Identify opportunities for automation and AI-powered workflows to increase team efficiency and elevate the support experience.
- Provide occasional holiday and weekend on-call support as needed.
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, preferably in high-growth tech startups.
- Proficiency in using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) and scripting/coding (e.g., Python) for automation and tool integration.
- Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- Polished enterprise communication skills and composure during high-stakes customer calls.
- Proven experience building strong relationships with customers and cross-functional partners.
- Exceptional critical thinking and problem-solving abilities, with clear communication of complex technical issues.
- Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek growth opportunities.
- Humble, team-first mindset with a genuine eagerness to help others and learn.
- Fully bilingual: fluent in both Japanese and English (spoken and written).
- Bachelor’s degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.
Benefits
- Hybrid work model (3 days in office per week)
- Relocation assistance for new employees