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Dedicated Support Engineer - Singapore

OpenAI· User Operations
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Hybrid (Singapore)$0Full-timePosted 3w ago

About the role

OpenAI’s User Operations team delivers high-quality post-AGI support, guiding customers’ adoption of AI and ensuring an exceptional product experience. The role focuses on deep technical troubleshooting, proactive reliability, and scalable support for Premium customers, with a hybrid work arrangement based in Singapore.

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 and technical backstop for strategic customers.
  • Own the customer-specific response to high-impact incidents, assess severity, initiate appropriate response paths, coordinate cross-functional responders, and ensure post-incident follow-through.
  • Communicate clearly and proactively during uncertainty, providing updates to customer technical teams, business stakeholders, executives, and internal partners.
  • Develop detailed understanding of each customer’s architecture, integrations, dependencies, workloads, and constraints; document context for Support, Product, and Engineering.
  • Partner with Go-to-Market and Technical Success to align severity and prioritization with business context while following established 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 and recurring failure patterns before escalations.
  • Prepare for launches, migrations, traffic increases, and events by creating runbooks and coordinating support readiness.
  • Lead or contribute to incident reviews and postmortems, tracking corrective actions to closure.
  • Translate customer pain into actionable feedback for Product and Engineering to improve reliability and performance.
  • Develop scalable improvements from investigations, including guides, monitoring, tooling, and automation.
  • Help shape the operating model, standards, and tooling for Premium Support as it grows globally.

Qualifications

  • Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or similar roles handling complex production issues.
  • Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • Experience analyzing logs, metrics, traces, API requests, authentication flows, and customer configurations to understand system behavior.
  • Experience leading or central to high-impact incidents, including severity assessment, coordination, and post-incident follow-through.
  • Ability to write code or scripts to reproduce issues, test hypotheses, automate repetitive tasks, and improve internal tools (e.g., Python, JavaScript).
  • Strong communication skills to explain complex technical issues to engineers, customer teams, business stakeholders, and executives.
  • Ability to build high-trust relationships with customers and cross-functional partners, maintaining clear ownership boundaries.
  • Capacity to identify patterns, drive system improvements, and prevent recurrence.
  • Comfort with ambiguity, rapid updates as information evolves, and willingness to learn as needed.
  • Humility, team-first mindset, sound judgment, and eagerness to help customers and colleagues succeed.
  • Interest in leveraging OpenAI products, agents, and AI capabilities to transform technical support at scale.

Skills

Required:Troubleshooting complex production issuesLog/trace analysisIncident management
Nice to have:Scripting / programming
Last updated Oct 1, 2026. Interested? Apply on the company site.

About OpenAI

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