Dedicated Support Engineer - Tokyo
Core
Serve as a trusted technical partner for Premium Support customers, resolving complex production issues, ensuring system reliability, and driving adoption of OpenAI's AI products.
Role type
Senior Support Engineer (AI Infrastructure & Enterprise)
Builds
Customer-specific runbooks, monitoring solutions, automation tools, and scalable support workflows for OpenAI's enterprise clients.
Domain
Artificial Intelligence, Cloud Infrastructure, Enterprise API Integrations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Advanced troubleshooting of distributed systems and APIs, root cause analysis using logs/metrics/traces, incident management and coordination, technical documentation, scripting (Python/JavaScript), cross-functional collaboration, proactive risk monitoring
Preferred skills
Experience with AI/LLM products, solutions architecture, building internal tooling, translating customer feedback to product teams
Technologies
Python, JavaScript, Logs, Metrics, Traces, APIs, Cloud Infrastructure
Responsibilities
Troubleshoot complex technical issues (API failures, integrations, performance degradation) for premium customers; Own end-to-end incident response and post-mortems; Develop customer-specific monitoring and runbooks; Collaborate with Engineering/Product to prevent recurring issues; Represent Support Engineering in customer meetings and QBRs; Automate support workflows and internal tools
Seniority
Senior, hands-on IC
