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Dedicated Support Engineer - Tokyo

OpenAI· User Operations
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Tokyo, JapanFull-timePosted 3w ago

About the role

Hybrid role based in Tokyo focusing on technical troubleshooting and proactive reliability improvements for OpenAI’s Premium Support customers. Involves direct customer engagement, incident management, and collaboration with Engineering, Product, and GTM teams to improve product reliability and support readiness.

Responsibilities

  • Work directly with Premium Support customers to troubleshoot their most complex technical issues, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
  • Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating the likely failure domain; escalate with a clear hypothesis and evidence when needed.
  • Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point for strategic customers.
  • Own customer-specific response to high-impact incidents: assess severity, initiate appropriate response path, coordinate cross-functional responders, maintain ownership, and ensure mitigation, resolution, and post-incident follow-through.
  • Communicate clearly and proactively during periods of uncertainty with customer technical teams, business stakeholders, executives, and internal partners.
  • Develop an understanding of each customer’s architecture, integrations, dependencies, critical workloads, and operational constraints; document context for Support, Product, and Engineering.
  • Partner with Go-to-Market and Technical Success to align severity, prioritization, and communication with commercial context while following established support processes.
  • Represent Support Engineering in customer meetings (e.g., QBRs) and coordinate with account teams to surface risks and provide proactive updates.
  • Monitor customer integrations and support trends to identify risks, recurring failure patterns, and readiness gaps before escalations.
  • Prepare for launches, migrations, traffic increases, and business events by creating runbooks, validating escalation paths, coordinating support readiness, and enhancing monitoring.
  • Lead or contribute to incident reviews and postmortems; track corrective actions to closure.
  • Translate recurring customer pain into feedback for Product and Engineering to improve reliability and performance of products, integrations, and deployments.
  • Turn insights from customer investigations into scalable improvements (troubleshooting guides, monitoring, internal tooling, automation).
  • Help shape operating model, technical standards, and tooling for Premium Support as the function grows globally.

Qualifications

  • Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or similar roles involving hands-on diagnosis of complex production issues.
  • Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • Experience with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations.
  • Experience leading or central to customer-impacting incidents: severity assessment, coordination, communication, root-cause analysis, and post-incident follow-through.
  • Ability to write code or scripts to reproduce issues and automate repetitive work; experience with Python, JavaScript, or similar languages is valuable.
  • Strong communication skills to explain complex technical issues to engineers, customer teams, business stakeholders, and senior leaders.
  • Ability to build high-trust relationships with customers and cross-functional partners, maintain ownership boundaries, and scale processes.

Skills

Required:Troubleshooting complex production issuesIncident managementCommunication to diverse stakeholders
Nice to have:Code/scripts for reproduction and automation
Last updated Oct 1, 2026. Interested? Apply on the company site.

About OpenAI

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