Senior Support Engineer - Tokyo
Senior Support Engineer - Tokyo
OpenAI
The Senior Support Engineer role at OpenAI in Tokyo focuses on providing technical guidance and support for enterprise customers using OpenAI models. The position involves troubleshooting complex issues, collaborating with engineering teams, and leveraging automation to enhance support operations. The role is hybrid, requiring three days in the office, and offers relocation assistance.
Qualification
- Proven experience in technical support or engineering roles, preferably in a high-scale environment.
- Strong troubleshooting skills and the ability to solve complex technical issues.
- Experience with monitoring and alerting tools, and familiarity with automation technologies.
- Excellent communication skills to collaborate with customers and internal teams effectively.
- Ability to work in a hybrid model and provide support during holidays and weekends.
Responsibility
- Serve as a technical expert for OpenAI's API platform and provide troubleshooting support for enterprise customers.
- Identify and implement automation opportunities to scale support operations.
- Configure advanced monitoring and alerting workflows to detect customer-impacting issues in real time.
- Collaborate with engineering teams on reliability reviews and operational readiness for new features and updates.
- Design and refine incident response processes and documentation for strategic customers and support teams.
- Analyze operational metrics and incident root cause analyses to recommend improvements to support workflows.
