AI Support Engineer - Singapore

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

About the Role

We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers and build our post-AGI support team with us. In this role, you will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and resolving novel, often undefined technical problems while setting a positive precedent for the rest of the team. You’ll partner closely with cross-functional teams to drive initiatives that reduce bugs, improve features, and build the systems that elevate our customer experience. Your work will bring us toward industry-leading response times and service levels, while strengthening our internal customer feedback operations in an increasingly intricate space. You will help scale our support organization by improving operational processes and leveraging our own technology to build the next version of the support team in the new AI world. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI.

If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team

This role is based in Singapore. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. To succeed in this position you must be fully fluent in English (spoken and written). Please note that your resume must be submitted in English, and the interview process will be conducted in English.

You’ll be responsible for:

- Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.

- Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.

- Be among the last line of defense before our core Product and Engineering teams, and partner with engineering and customer teams to resolve issues.

- Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes.

- Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with product and Go-To-Market teams.

- Orchestrate agentic improvements to our operations that will level-up our entire team.

- Foster a supportive and productive work culture within the User Operations team.

- Provide support coverage in on call shifts and during holidays and weekends based on business needs.

You might thrive in this role if you have:

- Have 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.

- Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.

- Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.

- Naturally question established norms, skillfully identify root causes, and proactively drive innovation and process improvements.

- Are among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry.

- Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.

- Have proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.

- Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.

- Have high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization.

- Preferred: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241.

OpenAI Global Applicant Privacy Policy https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdf

At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.