AI Support Engineer - Tokyo (Weekend Shift)
Tokyo, Japan • FullTime
Posted 5h ago
About the job
We are seeking dedicated, experienced, and deeply curious individuals to join our User Operations team as an AI Support Engineer. In this role, you will work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in a fast-paced environment. Your work will directly support mission-critical systems being built on OpenAI's platform, serving as a critical line of defense for customers operating at massive scale. Beyond resolving technical issues, you will help define world-class support in an AGI-driven future, partnering closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience.
Responsibilities
- Troubleshoot and resolve complex technical issues for customers, 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 emerging 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.
- Drive operational excellence by identifying automation opportunities and implementing scalable improvements.
- Provide 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.
- Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for automation and integration.
- Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- Polished enterprise communication skills and ability to remain calm during high-stakes customer calls.
- Proven experience building strong relationships with customers and cross-functional partners.
- Exceptional critical thinking and problem-solving abilities.
- Ability to clearly communicate complex technical issues to both customers and internal teams.
- 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.