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OpenAI's User Operations team is building the first post-AGI support organization, combining deep technical troubleshooting with proactive reliability work to deliver exceptional customer experiences at scale. The Support Engineering team works closely with Engineering, Product, Technical Success, and Go-to-Market teams to serve Premium Support customers—ranging from early-stage startups to established global enterprises.
In this role, you will serve as a trusted technical partner for OpenAI's most strategic customers, working directly on novel, ambiguous, and high-impact technical issues. You'll combine logs, telemetry, reproduction, and systems-level investigation to isolate causes and drive resolution. Key responsibilities include:
- Troubleshoot complex production issues including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
- Provide end-to-end technical ownership: analyze logs and system behavior, reproduce errors, test hypotheses, and isolate failure domains. Identify root causes where possible; escalate to Engineering with clear hypotheses and evidence when needed.
- Own customer-specific incident response: assess severity and business impact, initiate appropriate response paths, coordinate cross-functional responders, and ensure issues move through mitigation, resolution, and post-incident follow-through.
- Develop deep understanding of each customer's architecture, integrations, dependencies, critical workloads, and operational constraints; document and share this context with Support, Product, and Engineering teams.
- Communicate clearly and proactively during uncertainty, providing accurate updates to customer technical teams, business stakeholders, executives, and internal partners.
- Represent Support Engineering in customer meetings (QBRs, launches, migrations) and partner with account teams to communicate technical health, surface risks early, and provide proactive updates.
- Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they escalate.
- Prepare for important launches, migrations, traffic increases, and business events by developing account-specific runbooks, validating escalation paths, and coordinating support readiness.
- Lead or contribute to incident reviews and postmortems; identify prevention opportunities and track corrective actions.
- Translate recurring customer pain into evidence-backed feedback for Product and Engineering, focusing on reliability and performance improvements.
- Turn customer investigation learnings into scalable improvements: troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation.
- Help shape the operating model, technical standards, and tooling for Premium Support as the function grows globally.
The role is based in Singapore with a hybrid work model (3 days in office per week). Relocation assistance is offered. Full fluency in English (spoken and written) is required; resumes and interviews are conducted in English.
Qualifications:
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or similar roles involving hands-on diagnosis of complex production issues.
- Expert-level troubleshooting skills and strong track record resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
- Comfort working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations to understand system behavior and test hypotheses.
- Experience leading or playing a central role in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through.
- Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools (Python, JavaScript, or similar languages valued).
- Strong communication skills for explaining complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders, especially with incomplete or evolving information.
- Ability to build strong, high-trust relationships with customers and cross-functional partners while maintaining clear ownership boundaries.
- Ability to look beyond immediate issues to identify patterns, improve systems, and prevent recurrence.
- Comfort thriving in ambiguity, updating quickly as new information emerges, and willingness to learn whatever is needed.
- Humble, team-first mindset with strong judgment and genuine eagerness to help customers and colleagues succeed.
- Excitement about using OpenAI's products, agents, and emerging AI capabilities to transform technical support at scale.
