AI Support Engineer

About the Team

The User Operations team helps customers adopt AI smoothly and works to make every product interaction exceptional. The group is building what it sees as the first support function for the post-AGI era, handling complex issues, offering technical direction, and helping customers get the most value from OpenAI’s products. It collaborates closely with Sales, Technical Success, Product, Engineering, and other teams to deliver support that scales across customers ranging from early-stage startups to large global enterprises.

About the Role

This role is suited to someone who enjoys solving hard customer problems, building support systems, and shaping how support will work in a rapidly changing AI environment. You will work directly with customers through tickets and Slack, diagnose unfamiliar technical issues, and provide clear ownership and guidance. You will also partner with cross-functional teams to reduce defects, improve product experiences, and strengthen the internal feedback loop that informs product and engineering decisions. In addition, you will help scale support operations by improving processes and using AI-driven tools and automation.

The position is based in Singapore and follows a hybrid model with 3 days in the office each week. Relocation assistance is available for new hires. Full fluency in English, both spoken and written, is required. The resume must be submitted in English, and interviews will be conducted in English.

Responsibilities

• Handle customer interactions directly and resolve their most challenging issues while guiding them on how to use the platform effectively.
• Develop deep expertise across the company’s products, including situations where AI-based help is not sufficient.
• Serve as a key escalation point before issues reach core Product and Engineering teams, and work with those teams and customers to get problems resolved.
• Use scripting and new AI tools to streamline internal workflows and reduce repetitive manual work.
• Turn insights from customer cases into scalable support approaches in collaboration with Product and Go-To-Market partners.
• Lead operational improvements that make the support organization more effective and AI-native.
• Help maintain a positive, helpful, and high-performing team environment.
• Provide coverage during on-call rotations, holidays, and weekends when business needs require it.

Requirements

• At least 8 years of experience in user operations, technical support, or support engineering, preferably in technology startups or similarly fast-moving settings.
• Comfort using modern AI tools such as Codex, ChatGPT, and OpenAI API, along with scripting or programming in Python or a similar language to automate tasks and connect tools.
• Strong troubleshooting ability across SaaS products and the capacity to quickly understand unfamiliar technologies and complex systems.
• A habit of challenging assumptions, identifying root causes, and driving process or product improvements proactively.
• Excellent critical thinking, problem-solving, and communication skills for explaining technical issues clearly.
• Ability to work well in ambiguity, adapt quickly, and keep learning.
• Proven success building productive relationships with customers and internal teams to drive resolution.
• Humility, curiosity, and a willingness to learn whatever is needed to help the team and customers succeed.
• High energy, strong multitasking ability, and comfort managing several initiatives with broad ownership and prioritization.
• Preferred: a bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

About OpenAI

OpenAI is an AI research and deployment company focused on ensuring that general-purpose AI benefits everyone. The organization pushes the limits of AI capability while aiming to deploy these systems safely through its products. It values diverse perspectives, voices, and experiences and is committed to building AI with safety and human needs at the center.

Equal Opportunity and Compliance

OpenAI is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other protected characteristics. Background checks are carried out in line with applicable law, and candidates with arrest or conviction records will be considered consistent with relevant legal requirements. For applicants in certain US jurisdictions, the company notes that some duties may involve handling protected systems, computer hardware, and confidential information.

Additional Information

Applicants who believe the posting is not compliant may submit a report through the designated form; no response will be provided to unrelated inquiries. Reasonable accommodations are available for candidates with disabilities through the provided accommodations process. OpenAI’s Global Applicant Privacy Policy applies.

Work Arrangement and Support

This role includes a hybrid office schedule in Singapore and may involve support coverage outside standard working hours based on operational needs, including on-call shifts, holidays, and weekends. Relocation assistance is available for new employees.