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About the Role

We are seeking dedicated, experienced, and curious individuals to tackle complex customer challenges and help build the future of post-AGI support. You will work directly with customers, troubleshoot high-impact issues, and resolve novel technical problems in a rapidly evolving technological landscape. Your work will directly support mission-critical systems built on OpenAI's platform, acting as a crucial line of defense for large-scale customers. You will also help define world-class support in an AGI-driven future, partnering with Engineering, Product, and Operations to enhance systems, reduce bugs, and improve the customer experience through automation and AI.

Responsibilities

Troubleshoot and resolve complex customer technical issues, including 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 guidance.
Serve as a trusted expert on OpenAI's products and platform, acting as a go-to resource for complex technical issues.
Act as a critical escalation point, partnering with customers and Engineering to troubleshoot, resolve, and prevent recurring problems.
Leverage scripting and AI capabilities to improve internal tooling and automate operational workflows.
Translate learnings from customer issue resolution into scalable solutions, collaborating with Product and Go-To-Market teams.
Drive operational excellence by identifying automation opportunities and implementing AI-powered workflows.
Increase team efficiency, reduce manual effort, and elevate the overall support experience.
Provide on-call support during holidays and weekends as needed.

Requirements

8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, preferably in high-growth tech startups or fast-paced environments.
Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) for scripting or engineering code (e.g., Python) to automate tasks and integrate tools.
Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
Polished enterprise communication skills and composure during high-stakes customer calls.
Proven experience building strong relationships with customers and cross-functional partners to resolve complex issues.
Exceptional critical thinking and problem-solving abilities.
Ability to clearly communicate complex technical issues to both customers and internal teams.
Adaptability to change, continuous learning, and proactive pursuit of growth opportunities.
Humble, team-first mindset with a genuine eagerness to help others.
Curiosity to quickly acquire necessary knowledge to support teammates and customers.
Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.
Fully bilingual: fluent in both Japanese and English (spoken and written).

Skills

API failures
Integration challenges
Authentication errors
Production incidents
Debugging logs
System behavior analysis
Issue reproduction
Expert guidance
SaaS troubleshooting
Scripting
Emerging AI capabilities
Internal tooling improvement
Operational workflow automation
Scalable solutions
Product strategy
Go-To-Market strategy
Automation
AI-powered workflows
Team efficiency
Customer experience enhancement
On-call support
Python
Codex
ChatGPT
OpenAI API

Location

Tokyo

Work Type

Hybrid

Experience Level

8+ years

Education Level

Bachelor's degree in Computer Science, Computer Engineering, or a relevant technical field, or equivalent practical experience.

Benefits

Relocation assistance

About the Company

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 AI system capabilities and seek to safely deploy them through our products.
AI is a powerful tool that must be created with safety and human needs at its core.
We encompass and value diverse perspectives, voices, and experiences to achieve our mission.
We believe AI has the potential to help solve immense global challenges, and we want the upside of AI to be widely shared.
Join us in shaping the future of technology.

Equal Opportunity

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates.
For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information.
In addition, job duties require access to secure and protected information technology systems and related data security obligations.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.
OpenAI Global Applicant Privacy Policy