Dedicated 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 support Premium Support customers through complex production issues, investigate systems using logs and telemetry, coordinate incident responses, and turn recurring findings into monitoring, runbooks, tooling, and automation improvements.
Requirements
- Support Engineering, Solutions Engineering, Solutions Architecture, or similar production-diagnosis experience
- Expert troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations
- Experience with logs, metrics, traces, API requests, authentication flows, and customer configurations
- Experience managing customer-impacting incidents and root-cause analysis
- Ability to write code or scripts; Python or JavaScript experience is valuable
- Ability to communicate complex technical issues to technical and business stakeholders
- Fluency in spoken and written Japanese and English
- Submit a resume in English
Responsibilities
- Troubleshoot complex customer technical issues
- Analyze logs and system behavior to isolate failure domains
- Coordinate responses to high-impact customer incidents
- Document customer architectures and operational constraints
- Monitor integrations for emerging risks and failure patterns
- Prepare runbooks and support readiness for launches and migrations
- Lead incident reviews and track corrective actions
- Translate customer pain into Product and Engineering feedback
- Create scalable troubleshooting, monitoring, tooling, and automation improvements
Benefits
- Relocation assistance for new employees
Hiring Process
Submit a resume in English; interview conversations will be in Japanese and English.