AI Support Engineer - Singapore (Weekend Shift)

OpenAI, Inc.; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

OpenAI is seeking an AI Support Engineer for the weekend shift in Singapore. You will troubleshoot high-impact issues, own the customer experience, and collaborate with Engineering, Product and Operations to improve systems and automation.

This role requires excellent English communication, 8+ years in related technical roles, and a willingness to work a 5x8 schedule with weekend coverage. You’ll partner with cross-functional teams to reduce incidents, script automation, and leverage AI

Qualifications

• 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles.
• Comfortable using emerging technologies to script or engineer code (Python) for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills and ability to rapidly understand new technologies.

Responsibilities

• Troubleshoot and resolve high-impact technical issues for customers, including API failures and production incidents, with end-to-end ownership.
• Be the trusted expert for OpenAI products and platform, serving as a go-to resource for complex issues.
• Escalate and collaborate with Engineering teams to troubleshoot, resolve, and prevent recurring problems; improve internal tooling and automation.
• Capture learnings and help scale solutions by partnering with Product and Go-To-Market teams.
• Identify opportunities for automation and AI-powered workflows to increase team efficiency and reduce manual effort.
• Provide holiday and weekend on-call support as needed to meet business and customer needs.

Skills

SaaS troubleshooting

Customer relationships

Incident management

Communication skills

Ambiguity tolerance

Education

Bachelor's degree in Computer Science / Computer Engineering or equivalent

Tools

Python

OpenAI API

Automation scripting

Job description

AI Support Engineer - Singapore (Weekend Shift)

Support Delivery - Singapore

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

About the Role

We’re looking for dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers while building the future of post-AGI support alongside us. In this role, you’ll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in one of the fastest-moving environments in technology. As AI adoption rapidly accelerates, the work you do will directly support mission-critical systems being built on OpenAI’s platform, serving as a critical line of defense for customers operating at massive scale.

Beyond resolving technical issues, you’ll help define what world-class support looks like in an AGI-driven future. You’ll partner closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale.

This role is based in Singapore. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. To succeed in this position you must be fully fluent in English (spoken and written). Please note that your resume must be submitted in English, and the interview process will be conducted in English.

Note: each person in this role will be expected to work a standard 5x8 work week, with 1 of the days covering weekend shifts each week (e.g., work weeks covering Tuesday - Saturday or Sunday - Thursday)

You’ll be responsible for:

• Working directly with customers to troubleshoot and resolve their most complex technical issues, including API failures, integration challenges, authentication errors, and production incidents. Providing end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.
• Becoming a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
• Serving as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
• Taking learnings from resolving customer issues and creating our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
• Driving operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
• Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.

You might thrive in this role if you have:

• Have 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
• Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
• Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication and are calm with high-stakes customers during live incident calls
• Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
• Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
• Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• Bring a humble, team first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

About OpenAI

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 the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

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 Aff… .

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.

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