Senior Support Engineer (Singapore)

About the role

OpenAI is seeking a Senior Support Engineer to work with strategic enterprise accounts and product teams in Singapore. The role involves troubleshooting complex issues on the OpenAI API platform, designing operational processes, and ensuring high‑availability support for high‑scale AI solutions.

Key responsibilities

• Design and run operational monitoring processes for top strategic customers and a 24x7 response team.
• Collaborate with Infrastructure and Engineering to implement automation and AI‑driven support enhancements.
• Configure advanced monitoring, alerting, and observability workflows to detect customer‑impacting issues in real time.
• Lead incident response, conduct root‑cause analysis, and drive post‑mortem actions.
• Analyze operational metrics and refine dashboards, alert configurations, and support documentation.

Required profile

• Bachelor’s degree in Computer Science or related field.
• 8+ years in technical operations (SRE/NOC) with a strong track record of troubleshooting complex systems.
• Proven experience leading high‑severity incident response and implementing reliability reviews.
• Excellent communication skills for cross‑functional collaboration.

Required skills

• Python (or similar scripting language) for automation.
• Modern monitoring, alerting, and observability tools (metrics, logging, tracing, SLIs/SLOs).
• Dashboard creation and alert tuning.
• Incident management and root‑cause analysis.
• Cloud infrastructure and distributed systems fundamentals, including load balancers, databases, and containerized applications.

What we offer

• Hybrid work model (3 days onsite per week).
• Relocation assistance for new employees.