AI Support Engineer - Tokyo

The role

You will troubleshoot complex technical issues and provide guidance to customers using OpenAI products. You will work with Engineering and Product teams to improve systems and automate workflows using AI technology.

What you will do

• Troubleshoot and resolve complex technical issues including API failures, integration challenges, and authentication errors.
• Provide end-to-end ownership through debugging logs and analyzing system behavior.
• Serve as a trusted expert on OpenAI products and platform.
• Act as a critical escalation point for technical issues.
• Partner with customers and Engineering teams to prevent recurring problems.
• Leverage scripting and AI to improve internal tooling and automate workflows.
• Create approaches for scaling solutions by partnering with Product and Go-To-Market teams.
• Identify opportunities for automation and AI-powered workflows.
• Provide occasional holiday and weekend on call coverage.

Required qualifications

• Fully bilingual, fluent in both Japanese and English (spoken and written).
• 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles.
• Comfortable using emerging technologies to script or engineer code (e.g., Python).
• Expert-level SaaS troubleshooting skills.
• Polished enterprise communication.
• Experience building strong relationships with customers and cross-functional partners.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Nice to have

• Experience within high-growth tech startups or other fast-paced environments

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.