Dedicated Support Engineer – Premium Support

About the role

OpenAI’s User Operations team is building the first post‑AGI support function, helping premium customers adopt and scale our AI products. The role is based in Singapore and works in a hybrid model (3 days in‑office per week).

Key responsibilities

• Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, performance degradation and production incidents.
• Provide end‑to‑end technical ownership: analyze logs, reproduce errors, test hypotheses, isolate failure domains and either resolve or clearly hand‑off to Engineering with evidence.
• Own high‑impact incident response, assess severity, coordinate cross‑functional responders and ensure clear communication throughout mitigation, resolution and post‑incident follow‑up.
• Develop deep knowledge of each customer’s architecture, document context and make it accessible to Support, Product and Engineering teams.

Required profile

• Significant experience in Support Engineering, Solutions Engineering or a similar role involving hands‑on diagnosis of production issues.
• Expert‑level troubleshooting across APIs, distributed systems, cloud infrastructure and enterprise integrations.
• Proven ability to lead incident response, assess severity, coordinate stakeholders and drive post‑mortem actions.
• Strong communication skills to convey complex technical information to engineers, business stakeholders and senior leaders.

Required skills

• Python
• JavaScript or similar scripting languages
• APIs
• Distributed systems
• Cloud infrastructure
• Enterprise integrations
• Logs, metrics and traces analysis
• Authentication flows