About this role
Troubleshooting novel API failures, investigating production incidents, and guiding strategic accounts through complex technical challenges form the core daily work in this position. Operating within the User Operations division, the team acts as a vital technical backstop for early-stage startups and global enterprises deploying AI solutions.
This role involves partnering closely with engineering, product, and sales teams to isolate failure domains, analyze telemetry data, and build durable system reliability. Candidates who enjoy deep technical investigation, system-level problem-solving, and establishing proactive monitoring frameworks will find a strong operational alignment here.
What you will do
- Work directly with Premium Support customers to troubleshoot complex technical issues such as API failures, authentication errors, and performance degradation.
- Analyze system logs and behavior to isolate root causes before escalating matters to engineering teams.
- Coordinate responses to high-impact incidents by assessing business impact and maintaining clear stakeholder communication.
- Develop a detailed understanding of customer architectures to document operational constraints and identify architectural breakpoints.
- Partner with go-to-market teams to represent support engineering in business reviews and strategic customer meetings.
- Translate recurring customer feedback into evidence-backed product requests for engineering and product teams.
- Build automation, troubleshooting guides, and internal tooling to scale support operations globally.
What you need
- Possess significant experience in support engineering, solutions architecture, or hands-on diagnosis of production issues.
- Demonstrate expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
- Show proficiency in working with logs, metrics, traces, API requests, and authentication flows.
- Have direct experience leading customer-impacting incidents through technical coordination and root-cause analysis.
- Be fully fluent in English, both spoken and written.
- Be able to work from the Singapore office three days per week.
Nice to have
- Experience writing code or scripts in Python, JavaScript, or similar languages to reproduce issues and automate repetitive tasks.
Benefits
- Relocation assistance to new employees
Skills and tech stack
Questions candidates ask
What is the remote work policy?
This role is based in Singapore and uses a hybrid work model requiring three days in the office per week. Relocation assistance is also offered to new employees.
What languages must candidates know?
To succeed in this position, you must be fully fluent in English, both spoken and written. Your resume must be submitted in English, and the interview process will be conducted in English.
What kind of customers will I work with?
You will serve as a trusted support partner for Premium Support customers. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.