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AI Support Engineer - Singapore
Full-time
About The Team
OpenAI's User Operations team shepherds our customers' adoption of AI and ensures their product experience is exceptional. We are building the very first post-AGI support team—resolving complex issues, providing technical guidance, and helping customers maximize value from our products, working closely with Sales, Technical Success, Product, and Engineering.
About The Role
We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers. You will interact directly with customers through support tickets and Slack messages, troubleshooting complex, often undefined technical problems, and partner with cross-functional teams to reduce bugs, improve features, and build the systems that elevate our customer experience.
This role is based in Singapore, using a hybrid model of 3 days in the office per week, with relocation assistance for new employees. Full fluency in English (spoken and written) is required, and your resume must be submitted in English.
You'll Be Responsible For
Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms
Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer
Be among the last line of defense before our core Product and Engineering teams, partnering with them to resolve issues
Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes
Take learnings from resolving customer issues and create our approach to scaling these solutions
Orchestrate agentic improvements to our operations that level up the entire team
Foster a supportive and productive work culture within the User Operations team
Provide support coverage in on-call shifts and during holidays and weekends based on business needs
You Might Thrive In This Role If You Have
8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments
Comfort using emerging technologies (e.g. Codex, ChatGPT, OpenAI API) to script or engineer code (e.g. Python) for automating tasks and integrating tools
Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts
A natural tendency to question established norms, identify root causes, and drive innovation and process improvements
Strong critical thinking, problem solving, and communication of complex technical issues
The ability to thrive in ambiguity, adapt rapidly to change, and continuously learn
Proven experience building strong relationships with customers and cross-functionally to drive resolution
A humble attitude and an eagerness to help others succeed
High horsepower, adept at context switching and working on multiple projects with expansive ownership
Preferred: Bachelor's degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience
