Dedicated Support Engineer - Singapore
Core
Troubleshoot complex technical issues for Premium Support customers, ensuring product reliability and adoption through deep system investigation and proactive risk management.
Role type
Senior Support Engineer (AI Infrastructure & APIs)
Builds
Customer-specific runbooks, monitoring solutions, automation tools, and scalable support workflows for OpenAI's enterprise clients.
Domain
Artificial Intelligence, Cloud Infrastructure, Distributed Systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Advanced troubleshooting of APIs and distributed systems, log/metrics/traces analysis, root cause analysis, incident management, cross-functional coordination, technical documentation, scripting (Python/JavaScript), system architecture understanding
Preferred skills
Experience with AI/LLM products, automation development, post-incident review leadership, translating customer feedback to product improvements
Technologies
Python, JavaScript, Logs, Metrics, Traces, APIs, Cloud Infrastructure
Responsibilities
Diagnose and resolve complex production incidents and integration failures for strategic customers; own end-to-end incident response and post-mortems; develop account-specific runbooks and monitoring strategies; translate recurring customer issues into product and engineering feedback; lead incident reviews and track corrective actions; represent Support Engineering in customer meetings and QBRs; automate repetitive support tasks and improve internal tooling.
Seniority
Senior, hands-on IC