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OpenAI's User Operations team is building the first post-AGI support organization. The Support Engineering team delivers exceptional technical support to Premium Support customers, combining deep troubleshooting with proactive reliability work and clear ownership during critical moments.
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 use logs, telemetry, reproduction, and systems-level investigation to isolate causes and drive issues toward resolution. Beyond individual issue resolution, you'll leverage deep understanding of OpenAI's infrastructure and products alongside each customer's architecture to anticipate risk and make their workloads more resilient over time.
Key responsibilities include:
- Troubleshooting complex technical issues for Premium Support customers (API failures, integration challenges, authentication errors, performance degradation, production incidents)
- Providing end-to-end technical ownership: analyzing logs, reproducing errors, testing hypotheses, isolating failure domains, and identifying root causes before escalating to Engineering
- Becoming a trusted expert on OpenAI's products and systems, serving as a critical escalation point for strategic customers
- Owning customer-specific response to high-impact incidents: assessing severity, initiating appropriate response paths, coordinating cross-functional responders, and ensuring clear ownership through mitigation and resolution
- Communicating clearly and proactively during uncertainty, providing accurate updates to technical teams, business stakeholders, executives, and internal partners
- Developing detailed understanding of each customer's architecture, integrations, dependencies, and operational constraints; documenting and sharing this context
- Partnering with Go-to-Market and Technical Success teams to understand business importance and ensure commercial context informs prioritization
- Representing Support Engineering in customer meetings (QBRs) and coordinating technical health communication
- Monitoring customer integrations and support trends to identify emerging risks and recurring failure patterns before they escalate
- Preparing for launches, migrations, traffic increases, and business events through account-specific runbooks and coordinated support readiness
- Leading or contributing to incident reviews and postmortems, identifying prevention opportunities
- Translating recurring customer pain into evidence-backed feedback for Product and Engineering
- Turning customer investigation insights into scalable improvements: troubleshooting guides, monitoring, tooling, workflows, and AI-powered automation
- Helping shape the operating model, technical standards, and tooling for Premium Support as the function grows globally
This is a hybrid role based in Tokyo, requiring 3 days in the office per week. Relocation assistance is offered. You must be fully bilingual—fluent in both Japanese and English (spoken and written). Resumes must be submitted in English, and interviews will include conversations in both languages.
Requirements:
- 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/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
- Capacity 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
- Full bilingual fluency in Japanese and English (spoken and written)
