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OpenAI's User Operations team is building the first post-AGI support organization. This role is part of that mission, working directly with customers to resolve complex technical issues while helping define what world-class support looks like in an AI-driven future.
You will work 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, reproducing issues, and delivering expert guidance. You'll become a trusted expert on OpenAI's products and platform, serving as a critical escalation point for complex technical issues.
Beyond reactive support, you'll partner with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience. You'll drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency and reduce manual effort. You'll also take learnings from customer issues and help scale solutions across the organization.
The role is based in Tokyo with a hybrid work model of 3 days in the office per week. You'll work a standard 5x8 work week with one day covering weekend shifts each week (e.g., Tuesday–Saturday or Sunday–Thursday). Relocation assistance is offered. Fluency in both Japanese and English (spoken and written) is required; your resume must be submitted in English, and interviews will include conversations in both languages.
Requirements:
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally in 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 the ability to rapidly understand new technologies and complex concepts
- Polished enterprise communication and composure during high-stakes customer incidents
- Proven experience building strong relationships with customers and cross-functional partners to drive resolution of complex issues
- Exceptional critical thinking and problem-solving ability 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
- 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 bilingual fluency in Japanese and English (spoken and written)
