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OpenAI's Technical Support team is seeking a Senior Support Engineer based in Singapore to work with strategic enterprise customers and internal product teams on complex technical challenges. This role sits at the intersection of customer success and engineering reliability, focusing on low-volume, high-difficulty problem-solving for mission-critical AI deployments.
You will be part of OpenAI's elite troubleshooting team, serving as a technical authority for the API platform and the last line of defense before core engineering escalations. Key responsibilities include designing and operating monitoring systems for top-tier customers, proactively identifying automation opportunities to scale support operations using AI technologies, configuring advanced monitoring and alerting workflows to detect customer-impacting issues in real time, and partnering with engineering teams on reliability reviews and operational readiness for new features and strategic customer requirements.
You will analyze operational metrics and incident root cause analyses to drive continuous improvement, refine incident response processes and documentation, and provide support coverage during holidays and weekends as needed. This is a high-trust, cross-functional environment where you'll coordinate with infrastructure, engineering, and customer teams to deliver exceptional technical support at scale.
Ideal candidates bring 8+ years in technical operations roles (SRE, NOC, or similar), deep expertise in modern monitoring, alerting, and observability practices for distributed systems, proven incident response leadership for high-severity outages, strong scripting/software engineering skills (Python or equivalent), and solid understanding of cloud infrastructure and distributed systems. A Bachelor's degree in Computer Science or related field is required. You should be an effective cross-functional communicator, comfortable explaining technical issues to both engineering and non-technical stakeholders, and able to coordinate efforts and provide real-time updates during incidents.
The role operates on a hybrid model with 3 days per week in the Singapore office. OpenAI offers relocation assistance for new employees.
