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OpenAI's User Operations team is building the first post-AGI support organization, shepherding customer adoption of AI products and ensuring exceptional product experiences. This role is based in Singapore with a hybrid work model (3 days in office per week). You'll work directly with customers through support tickets and live calls, troubleshooting high-impact technical issues and resolving novel, often ambiguous problems in a fast-moving environment.
Key responsibilities include:
- Working directly with customers to troubleshoot and resolve complex technical issues including API failures, integration challenges, authentication errors, and production incidents, providing end-to-end ownership through debugging logs and expert guidance
- Becoming a trusted expert on OpenAI's products and platform, serving as a go-to resource for complex technical issues
- Serving as a critical escalation point for complex technical issues, partnering with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems
- Leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
- Taking learnings from customer issues and creating scalable solutions in partnership with Product and Go-To-Market teams
- Driving operational excellence by identifying automation opportunities and implementing AI-powered workflows that increase team efficiency
- Providing occasional holiday and weekend support on call coverage as needed
Note: This role requires working a standard 5x8 work week with 1 day covering weekend shifts each week (e.g., Tuesday-Saturday or Sunday-Thursday).
Requirements:
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally within high-growth tech startups or fast-paced environments
- Comfortable using emerging technologies (Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools
- Expert-level SaaS troubleshooting skills with ability to rapidly understand new technologies and complex concepts
- Polished enterprise communication skills and calm demeanor with high-stakes customers during live incident calls
- Proven experience building strong relationships with customers and cross-functional partners to drive resolution of complex issues
- Exceptional critical thinking and problem-solving abilities with clear communication of complex technical issues to both customers and internal teams
- Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek growth opportunities
- Humble, team-first mindset with genuine eagerness to help others and curiosity to quickly learn needed knowledge
- Bachelor's degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience
- Full fluency in English (spoken and written); resume must be submitted in English and interview conducted in English
