Premium Support Engineer, Hybrid — Tokyo

OpenAI; United States; Hybrid; USD 114.000 - 177.000; Vollzeit

Benefits dieser Stelle

Relocation assistance

Hybrid work model

Zusammenfassung

OpenAI is seeking an experienced Support Engineer for Premium Support to work with our most strategic customers. Based in Tokyo, this role requires fluency in Japanese and English, with a hybrid model of 3 days in the office and relocation assistance for new hires.

You will troubleshoot complex issues, own incident response, and drive improvements across monitoring, automation, and runbooks. You will collaborate with Engineering, Product, and Go-to-Market to understand workloads, ensure timely

Qualifikationen

• Experience diagnosing complex production issues across APIs, distributed systems, and cloud infrastructure.
• Ability to analyze logs, traces, metrics, and customer configurations to test hypotheses.
• Strong communication skills for coordinating with engineers, customers, and leadership.

Aufgaben

• Troubleshoot complex technical issues for Premium Support customers, including API failures and production incidents.
• Own technical response during incidents: assess severity, coordinate responders, and guide resolution.
• Develop runbooks, monitoring, and automation to prevent recurrence and improve support readiness.
• Translate customer investigations into actionable feedback for Product and Engineering.

Kenntnisse

Troubleshooting

API troubleshooting

Logs & telemetry

Distributed systems

Python

JavaScript

Incident management

Technical communication

Jobbeschreibung

OpenAI is seeking an experienced Support Engineer for Premium Support to work with our most strategic customers. Based in Tokyo, this role requires fluency in Japanese and English, with a hybrid model of 3 days in the office and relocation assistance for new hires.

You will troubleshoot complex issues, own incident response, and drive improvements across monitoring, automation, and runbooks. You will collaborate with Engineering, Product, and Go-to-Market to understand workloads, ensure timely