About this role
Resolving complex technical issues through support tickets and live calls makes up the day-to-day focus, alongside troubleshooting high-impact problems and handling API failures, integration challenges, and production incidents. The User Operations team at OpenAI shapes customer adoption and builds a post-AGI support infrastructure, working directly with startups and global enterprises. Professionals in this role tackle ambiguous technical scenarios while partnering with Engineering, Product, and Go-To-Market teams to automate workflows and scale technical solutions.
Operating from the Tokyo office requires a hybrid schedule of three days per week on-site, including a standard five-day work week where one day covers weekend shifts like Tuesday through Saturday or Sunday through Thursday. Ideal candidates bring extensive technical background, bilingual fluency in Japanese and English, and the ability to remain calm during high-stakes customer interactions. Relocation assistance is available for new employees joining the team.
What you will do
- Work directly with customers through support tickets and live calls to troubleshoot and resolve complex technical issues such as API failures, integration challenges, authentication errors, and production incidents.
- Provide end-to-end ownership by debugging logs, analyzing system behavior, reproducing issues, and delivering expert technical guidance.
- Serve as a critical escalation point and line of defense for complex technical problems while partnering with engineering teams to prevent recurring issues.
- Leverage scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
- Take learnings from resolving customer customer issues to create scalable solutions in partnership with product and go-to-market teams.
- Drive operational excellence by identifying opportunities for automation and AI-powered workflows that increase team efficiency.
What you need
- Have eight or more years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
- Be comfortable using emerging technologies such as Codex, ChatGPT, and the OpenAI API to script or engineer code like Python for automating tasks.
- Demonstrate expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- Possess polished enterprise communication abilities and remain calm with high-stakes customers during live incident calls.
- Build strong relationships with customers and cross-functional partners to drive resolution to complex issues.
- Hold a bachelor's degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
- Be fully bilingual and fluent in both Japanese and English in spoken and written forms.
Benefits
- Relocation assistance to new employees
Skills and tech stack
Questions candidates ask
What is the remote work policy?
The role is based in Tokyo and uses a hybrid work model of three days in the office per week. Each person is expected to work a standard 5x8 work week with one of the days covering weekend shifts each week.
What is the shift schedule?
Work weeks cover either Tuesday through Saturday or Sunday through Thursday, requiring one of the days to cover weekend shifts each week. Occasional holiday and weekend support on-call coverage is provided as needed.
What languages are required for the position?
To succeed in this position you must be fully bilingual and fluent in both Japanese and English, covering spoken and written communication. The interview process includes conversations in both languages and resumes must be submitted in English.
What kind of experience is needed?
Candidates must have eight or more years of experience in User Operations, Engineering, Support Engineering, or similar technical roles. Experience within high-growth tech startups or other fast-paced environments is ideal.