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Senior Support Engineer - Singapore

OpenAI· User Operations
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Hybrid (Singapore)Full-timePosted 11mo ago

About the role

Senior Support Engineer role focused on supporting OpenAI API customers, leading operational processes, and collaborating with engineering and enterprise accounts. Hybrid, Singapore-based, with relocation assistance.

Responsibilities

  • Be among the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team.
  • Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies. Contribute to shaping the future of technical support in an AI-driven era.
  • Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues in real time.
  • In partnership with engineering, contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates. Ensure that operational readiness (monitoring, alerting, and fallback plans) is in place for any such changes.
  • 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. Proactively recommend and implement enhancements to monitoring dashboards, alert configurations, and support workflows.
  • Provide support coverage during holidays and weekends based on business needs.

Qualifications

  • Bachelor’s degree in Computer Science or a related field. A strong software engineering foundation is important for this role’s success.
  • 8+ years of experience in technical operations roles such as SRE/NOC, designing monitoring systems and resolving production issues in fast-paced and mission-critical environments.
  • Deep familiarity with modern monitoring, alerting, and observability practices. Hands-on experience setting up or managing metrics, logging, and tracing for distributed systems (SLIs/SLOs, alert tuning, dashboards).
  • Proven experience leading incident response for high-severity outages or service disruptions. Real-time incident coordination, root cause analysis, post-mortems, and action items.
  • Strong skills in scripting or software engineering (e.g., Python) to automate repetitive tasks and integrate tools.
  • Understanding of cloud infrastructure and distributed systems fundamentals. Comfortable with cloud services, load balancers, databases, and containerized applications.
  • Effective cross-functional collaboration and communication skills; ability to coordinate efforts across teams and provide updates during incidents.

Skills

Required:Bachelor’s degree in Computer Science or related fieldSRE/NOC operational experienceMonitoring, alerting, observabilityIncident response leadershipScripting/automation (e.g., Python)Cloud infrastructure and distributed systemsCross-functional collaboration and communication

Benefits

  • relocation assistance to new employees
  • Hybrid work model (3 days in the office per week)
Last updated Sep 10, 2026. Interested? Apply on the company site.

About OpenAI

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