Provides technical support for enterprise customers by troubleshooting API, integration, authentication, and production issues, debugging systems, and automating scalable support workflows with engineering teams.
About this role
Dedicated Support Engineer sits in Support Engineering within User Operations, serving Premium Support customers using OpenAI products. The role owns complex technical issues and partners with Engineering, Product, and Technical Success to improve reliability as workloads mature.
The engineer investigates API failures, integration and authentication problems, unexpected behavior, performance degradation, and production incidents through logs, metrics, traces, reproduction, and systems-level analysis. The work includes incident coordination, customer architecture records, monitoring, runbooks, postmortems, and turning recurring problems into tooling, automation, and preventative improvements. The technical scope includes APIs, distributed systems, cloud infrastructure, and enterprise integrations.
Applicants need significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or comparable hands-on diagnosis of complex production issues. Required capabilities include expert troubleshooting, incident coordination, root-cause analysis, writing code or scripts, and fluent spoken and written Japanese and English.
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