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OpenAI's User Operations team is seeking an experienced AI Support Engineer to help resolve complex technical challenges for enterprise customers deploying OpenAI's platform. This role is based in Tokyo with a hybrid work model (3 days in-office per week) and requires fluency in both Korean 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, log analysis, issue reproduction, and expert guidance. As a trusted expert on OpenAI's products, you'll serve as a critical escalation point for complex technical issues, partnering closely with customers and Engineering teams to prevent recurring problems.
Beyond reactive support, you'll drive operational excellence by identifying automation opportunities and implementing AI-powered workflows to increase team efficiency. You'll partner with Product and Go-To-Market teams to scale solutions discovered through customer interactions. Occasional on-call coverage for holidays and weekends is required.
You should have 8+ years of experience in User Operations, Support Engineering, or similar technical roles, ideally in high-growth tech startups. Expert-level SaaS troubleshooting skills, comfort with emerging technologies (Python scripting, OpenAI API, etc.), and the ability to rapidly understand complex concepts are essential. Strong enterprise communication skills, calm demeanor during high-stakes incidents, and proven ability to build relationships with customers and cross-functional partners are critical. You'll thrive in ambiguity, adapt rapidly to change, and bring a humble, team-first mindset. A Bachelor's degree in Computer Science or equivalent practical experience is required.
