Senior Support Engineer - Singapore
Remote • Singapore • FullTime
Posted 9d ago
About the job
We are seeking a Senior Support Engineer to collaborate directly with our strategic enterprise accounts and product teams, helping solve some of the most difficult problems faced by our Customers. You will be part of the best technical troubleshooting team at OpenAI, and our Customers and Engineering teams will look to you for technical guidance in addressing the most technically difficult issues in our environment. As a Senior Support Engineer, you will design and run operational processes to monitor our top strategic customers and a 24x7 response team. You’ll work closely with our Infrastructure and Engineering teams to deliver the best possible experience to customers at scale. Working directly with our most strategic Customers, you will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with the OpenAI API platform. The nature of this role will be low volume, high difficulty.
Responsibilities
- Serve as a foremost technical and troubleshooting expert for OpenAI's API platform, acting as the final line of defense before the core Engineering team.
- Proactively identify and implement opportunities to scale support operations using automation and AI technologies.
- Configure and utilize advanced monitoring and alerting workflows for real-time detection of customer-impacting issues.
- Partner with engineering to contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates, ensuring operational readiness.
- Design and refine incident response processes and documentation across strategic customers, engineering, and support teams.
- Analyze operational metrics and incident RCAs to identify areas for improvement and implement enhancements to monitoring, alerting, and support workflows.
- Provide support coverage during holidays and weekends as needed.
Requirements
- Bachelor's degree in Computer Science or a related field, with a strong software engineering foundation.
- 8+ years of experience in technical operations roles (e.g., SRE/NOC), including designing monitoring systems and resolving production issues in fast-paced, mission-critical environments.
- Proven track record of troubleshooting complex technical problems at the systems level.
- Deep familiarity with modern monitoring, alerting, and observability practices, including hands-on experience with metrics, logging, and tracing for distributed systems (SLIs/SLOs, alert tuning, dashboard creation).
- Proven experience leading incident response for high-severity outages or service disruptions, including real-time coordination, root cause analysis, and driving follow-ups.
- Knowledge of industry best practices for incident management and fault diagnosis.
- Strong skills in scripting or software engineering (e.g., Python or similar) for task automation and tool integration.
- Solid understanding of cloud infrastructure and distributed systems fundamentals, including cloud services, load balancers, databases, and containerized applications.
- Effectiveness in cross-functional collaboration within a high-trust environment.
- Strong communication skills to explain technical issues and resolutions to both technical and non-technical stakeholders, and to coordinate efforts across teams.
Benefits
- Relocation assistance to Singapore for new employees.