AI Support Engineer - Tokyo

About the Team

The User Operations team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. 

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. In this role, you will be interacting directly with our customers through support tickets and Slack messages, troubleshooting complex issues to define the undefined, and setting a positive precedent for the rest of the team to follow. Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and improving organizational processes. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI.

If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team

This role is based in Tokyo. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. To succeed in this position you must be fully bilingual—fluent in both Japanese and English (spoken and written). Please note that your resume must be submitted in English, and the interview process will include conversations in both languages.

In this role, you will:

• 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. You are the last line of defense before our core Product and Engineering teams.

• Partner with engineering and customer teams to resolve issues, engaging with senior leaders and teams internally or with customers as needed.

• Take learnings from resolving customer issues and inform our approach to scaling these solutions, partnering with Engineering and Go-To-Market teams

• 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:

• 8+ years of experience in user operations, technical support, or support engineering roles, ideally in tech startups or fast-paced environments.

• Are among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry.

• Have mastered SaaS troubleshooting and quickly grasp new technologies and complex concepts

• Comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.

• Naturally questions established norms, skillfully identifies root causes, and proactively drives innovation and process improvements.

• Thrive in ambiguity, rapidly adapt to change, continuously learn, and proactively seek opportunities for growth.

• Proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.

• A humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.

• High horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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