Dedicated Support Engineer - Tokyo

The role

You will troubleshoot complex technical issues for Premium Support customers. You will use logs, telemetry, and systems-level investigation to resolve API failures, integration challenges, and production incidents.

What you will do

• Troubleshoot complex technical issues including API failures and production incidents
• Provide end-to-end technical ownership by analyzing logs and system behavior
• Own customer-specific responses to high-impact incidents
• Communicate updates to customer technical teams and stakeholders
• Document customer architecture, integrations, and operational constraints
• Partner with Go-to-Market and Technical Success teams
• Represent Support Engineering in customer meetings
• Monitor customer integrations to identify emerging risks
• Develop account-specific runbooks for launches and migrations
• Lead or contribute to incident reviews and postmortems

Required qualifications

• Fully bilingual in Japanese and English (spoken and written)
• Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a 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, and authentication flows
• Experience leading or playing a central role in customer-impacting incidents
• Ability to write code or scripts to reproduce issues and automate work

Nice to have

• Experience with Python, JavaScript, or similar languages

Benefits

• Relocation assistance

Before you apply

• Resume must be submitted in English
• Interview process will include conversations in both Japanese and English

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.