Dedicated Support Engineer (Tokyo)

About the role

OpenAI’s User Operations team is building the first post‑AGI support function. As a Dedicated Support Engineer you will work with Premium Support customers in Tokyo, troubleshooting complex technical issues and helping them get the most out of OpenAI’s products.

Key responsibilities

• Diagnose and resolve high‑impact API failures, integration challenges, authentication errors and performance problems using logs, telemetry and system‑level investigation.
• Own incident response for critical customer incidents, assess severity, coordinate cross‑functional responders and ensure timely resolution and post‑mortem follow‑up.
• Develop deep knowledge of each customer’s architecture, create runbooks, monitoring and automation to reduce future support effort.
• Provide clear, proactive communication to technical and business stakeholders throughout investigations.

Required profile

• Significant experience in Support Engineering, Solutions Engineering or similar roles handling production issues.
• Proven ability to lead incident response, perform root‑cause analysis and communicate findings to engineers and senior leaders.
• Fluent in Japanese and English, both spoken and written.

Required skills

• Strong troubleshooting of APIs, distributed systems and cloud infrastructure.
• Ability to write scripts or code in Python, JavaScript or similar languages.
• Comfort with logs, metrics, traces and authentication flows.