AI Support Engineer (Tokyo)

About the role

We are building the first post‑AGI support team at OpenAI. As an AI Support Engineer you will work directly with customers through tickets and live calls, troubleshooting high‑impact issues and resolving novel, often ambiguous technical problems on a fast‑moving platform.

Key responsibilities

• Diagnose and resolve complex technical issues such as API failures, integration challenges, authentication errors, and production incidents.
• Provide end‑to‑end ownership by debugging logs, reproducing issues, and delivering expert guidance to customers.
• Act as an escalation point, partnering with Engineering to prevent recurring problems and improve internal tooling using scripting and AI capabilities.
• Identify automation opportunities and implement AI‑powered workflows to increase team efficiency.
• Participate in on‑call rotation for holiday and weekend support as needed.

Required profile

• 8+ years of experience in User Operations, Support Engineering or similar technical roles, preferably in high‑growth tech environments.
• Fluent in Japanese and English, both spoken and written.
• Proven ability to communicate calmly with high‑stakes customers during live incident calls.
• Strong problem‑solving mindset, comfortable with ambiguity and rapid change.

Required skills

• Python programming for automation and tool integration.
• Experience with OpenAI API, Codex, and ChatGPT.
• Expert‑level SaaS troubleshooting and API debugging.

What we offer

• Hybrid work model – three days per week in the Tokyo office.
• Relocation assistance for new employees.