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OpenAI's User Operations team is seeking an experienced AI Support Engineer to help resolve complex technical challenges for customers deploying OpenAI's products at scale. This role is based in Tokyo with a hybrid work model (3 days in office per week) and requires full bilingual fluency in Japanese and English.
You will work directly with customers through support tickets and live calls, troubleshooting high-impact issues including API failures, integration challenges, authentication errors, and production incidents. You'll provide end-to-end ownership through debugging logs, analyzing system behavior, and delivering expert guidance. As a trusted expert on OpenAI's products and platform, you'll serve as a critical escalation point for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems.
Beyond reactive support, you'll drive operational excellence by identifying opportunities for automation and AI-powered workflows. You'll leverage scripting and emerging AI capabilities to improve internal tooling and automate operational workflows. You'll also take learnings from customer issues and partner with Product and Go-To-Market teams to scale solutions across the support organization.
Key responsibilities include: troubleshooting and resolving complex technical issues with end-to-end ownership; becoming a go-to expert on OpenAI's products; serving as a critical escalation point and line of defense; creating scalable approaches to recurring problems; driving automation and AI-powered improvements; and providing occasional on-call support coverage as needed.
You should have 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally in high-growth tech startups or fast-paced environments. You're comfortable using emerging technologies (Codex, ChatGPT, OpenAI API) to script or engineer code in Python for automating tasks. You possess expert-level SaaS troubleshooting skills, polished enterprise communication abilities, and proven experience building strong relationships with customers and cross-functional partners. You're an exceptional critical thinker and problem solver who thrives in ambiguity, adapts rapidly to change, and brings a humble, team-first mindset. A Bachelor's degree in Computer Science, Computer Engineering, or a relevant technical field (or equivalent practical experience) is required.
