AI Support Engineer – Tokyo (Weekend Shift)

About the role

OpenAI’s User Operations team is building the first post‑AGI support function. As an AI Support Engineer you will work directly with customers on support tickets and live calls, troubleshooting high‑impact technical issues on a fast‑moving platform.

Key responsibilities

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

Required profile

• 8+ years in User Operations, Support Engineering or similar technical roles, preferably in high‑growth tech environments.
• Fluent in Japanese and English, both spoken and written.
• Strong enterprise communication skills and ability to stay calm during high‑stakes incidents.
• Bachelor’s degree in Computer Science, Computer Engineering or equivalent practical experience.

Required skills

• Python programming for automation.
• Experience with OpenAI API, Codex and ChatGPT.
• Expert‑level SaaS troubleshooting and debugging.
• Ability to script and integrate tools to streamline support processes.