About this role
Developers and enterprises building mission-critical solutions need reliable guidance to resolve complex challenges when deploying advanced models at scale. OpenAI requires a Senior Support Engineer in Singapore to act as the primary technical troubleshooter for strategic enterprise accounts and product teams, addressing low-volume yet high-difficulty production issues.
Working as the last line of defense before core engineering, this professional will design operational processes, monitor top accounts, and run a 24x7 response team. Candidates who succeed here possess a strong software engineering foundation, a background in technical operations or SRE, and a dedication to leveraging automation and AI to scale support operations.
What you will do
- Act as a foremost technical and troubleshooting expert for the API platform as the final line of defense before core engineering.
- Identify and implement opportunities to scale support operations using automation and AI technologies.
- Configure and utilize advanced monitoring and alerting workflows to detect customer-impacting issues in real time.
- Contribute to reliability reviews, preparedness for new features, and operational readiness alongside engineering teams.
- Design and refine incident response processes and documentation across strategic customers, engineering, and support teams.
- Analyze operational metrics and incident root cause analyses to recommend and implement workflow improvements.
- Provide support coverage during holidays and weekends based on business needs.
What you need
- Hold a Bachelor's degree in Computer Science or a related field with a strong software engineering foundation.
- Bring 8 or more years of experience in technical operations roles such as SRE or NOC, designing monitoring systems and resolving production issues.
- Demonstrate deep familiarity with modern monitoring, alerting, and observability practices for distributed systems.
- Possess proven experience leading incident response for high-severity outages, including real-time coordination and root cause analysis.
- Display strong scripting or software engineering skills in languages such as Python to automate tasks and integrate tools.
- Maintain a solid understanding of cloud infrastructure, distributed systems fundamentals, cloud services, and containerized applications.
- Demonstrate strong cross-functional communication skills to explain technical issues to both engineering and non-technical stakeholders.
Benefits
- Relocation assistance to new employees
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
This role is based in Singapore and uses a hybrid work model requiring 3 days in the office per week.
Will relocation assistance be provided?
Yes, relocation assistance is offered to new employees joining this office.
What kind of operational coverage is expected?
You will design and run operational processes to monitor top strategic customers and a 24x7 response team, which includes providing support coverage during holidays and weekends based on business needs.