Support Engineer

OpenAI

. Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents .

Posted 9/25/2026full-timeSingapore • SingaporeMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudDistributed SystemsJavaScriptPythonGo

About the role

Key responsibilities & impact

Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents
Analyze logs and system behavior, reproduce errors, test hypotheses, isolate failure domains, and provide root-cause findings or evidence-based hypotheses to Engineering
Serve as a trusted expert, critical escalation point, and technical backstop for strategic customers
Own customer-specific responses to high-impact incidents, including severity assessment, response coordination, stakeholder communication, mitigation, resolution, and post-incident follow-through
Communicate proactively with customer technical teams, business stakeholders, executives, and internal partners during uncertain or evolving situations
Document customer architectures, integrations, dependencies, critical workloads, and operational constraints for Support, Product, and Engineering
Partner with Go-to-Market and Technical Success teams to incorporate commercial context into severity, prioritization, and communication
Represent Support Engineering in customer meetings, including QBRs, and communicate technical health, risks, blockers, and follow-up actions
Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps
Prepare account-specific runbooks, validate escalation paths, coordinate support readiness, and provide heightened monitoring for launches, migrations, traffic increases, and business events
Lead or contribute to incident reviews and postmortems, identify prevention opportunities, and track corrective actions
Translate recurring customer pain into evidence-backed feedback for Product and Engineering
Create scalable improvements such as troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation
Help shape the operating model, technical standards, and tooling for Premium Support as it grows globally

Requirements

What you’ll need

Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues
Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations
Experience working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations
Experience leading or centrally participating in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through
Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools
Experience with Python, JavaScript, or similar languages is valuable
Ability to communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders
Ability to build strong, high-trust relationships with customers and cross-functional partners while maintaining clear and scalable ownership boundaries
Ability to identify patterns, improve systems, and prevent recurring problems
Ability to thrive in ambiguity and learn as needed
Humble, team-first mindset, strong judgment, and eagerness to help customers and colleagues succeed
Fully fluent in English, spoken and written
Resume must be submitted in English
Ability to work from a local office three days per week
Work authorization in the country where the job is located is required by the application form

Benefits

Comp & perks

Relocation assistance to new employees
Hybrid work model with 3 days in the office per week
Immigration and sponsorship support may be provided based on individual circumstances
Equal opportunity employment and reasonable accommodations for applicants with disabilities