AI Support Engineer
AI research and deployment company building and deploying frontier AI products, including ChatGPT, Codex, and its API platform.
Projects
About OpenAI
OpenAI’s mission is to ensure artificial general intelligence benefits all of humanity. It consists of the nonprofit OpenAI Foundation and OpenAI Group, a public benefit corporation governed by the Foundation.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will work directly with customers through support tickets and live calls to investigate and resolve complex technical issues. You will analyze logs and system behavior, reproduce problems, provide technical guidance, and partner with Engineering, Product, Operations, and go-to-market stakeholders to prevent recurring issues. You will use scripting, automation, and AI capabilities to improve tooling and support workflows. You will work a standard five-day, eight-hour schedule that includes one weekend day each week and may provide occasional holiday or weekend on-call coverage.
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles
- Fluency in spoken and written Japanese and English
- Experience using emerging technologies, including Codex, ChatGPT, and the OpenAI API, to script or engineer code such as Python
- Expert-level SaaS troubleshooting skills
- Enterprise communication skills for high-stakes customer incident calls
- Experience building relationships with customers and cross-functional partners to resolve complex issues
- Critical thinking, problem-solving, and technical communication skills
- Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience
Responsibilities
- Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, authentication errors, and production incidents
- Own issues end to end by debugging logs, analyzing system behavior, reproducing problems, and providing guidance
- Serve as an escalation point for complex technical issues and partner with customers and Engineering teams to prevent recurring problems
- Use scripting and AI capabilities to improve internal tooling and automate operational workflows
- Scale solutions from customer issue learnings with Product and Go-To-Market teams
- Identify and implement automation and AI-powered workflow improvements
- Provide occasional holiday and weekend on-call coverage
Benefits
- Relocation assistance for new employees