Senior Support Engineer at OpenAI

Singapore

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

AI, TechnologyIndustries

Requirements

Bachelor’s degree in Computer Science or a related field, with a strong software engineering foundation
8+ years of experience in technical operations roles such as SRE/NOC, designing monitoring systems and resolving production issues in fast-paced and mission-critical environments
Strong track record of troubleshooting complex technical problems at the systems level
Deep familiarity with modern monitoring, alerting, and observability practices, including hands-on experience setting up or managing metrics, logging, and tracing for distributed systems (e.g., understanding of SLIs/SLOs, alert tuning, dashboard creation)
Proven experience leading incident response for high-severity outages or service disruptions, including real-time incident coordination, root cause analysis, and driving follow-ups (post-mortems, action items) to prevent recurrence
Knowledge of industry best practices

Responsibilities

Serve as one of the foremost technical and troubleshooting experts for the API platform, acting as the last line of defense before the core Engineering team
Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies, contributing to the future of technical support in an AI-driven era
Configure and use advanced monitoring and alerting workflows to proactively detect customer-impacting issues in real time
In partnership with engineering, contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates, ensuring operational readiness (monitoring, alerting, and fallback plans)
Design and refine incident response processes and documentation across strategic customers, engineering, and support teams
Analyze operational metrics and incident RCAs to identify areas for improvement, and proactively recommend and implement enhancements to monitoring dashboards, alert configurations, and support workflows
Provide support coverage during holidays and weekends based on business needs
Collaborate directly with strategic enterprise accounts and product teams to solve difficult customer problems, design and run operational processes to monitor top strategic customers, and support a 24x7 response team

Skills

Key technologies and capabilities for this role

TroubleshootingAPI PlatformOperational ProcessesMonitoringAutomationAI ModelsInfrastructureEngineering Collaboration

Questions & Answers

Common questions about this position

What is the work location and arrangement for this role?

This role is based in Singapore with a hybrid work model requiring 3 days in the office per week. OpenAI offers relocation assistance to new employees.

What does the Technical Support team at OpenAI do?

The Technical Support team ensures developers and enterprises can reliably build mission-critical solutions using OpenAI models, provides technical guidance, resolves complex issues, and supports customers in maximizing value from deployments. They work closely with Technical Success, Product, Engineering, and others with an automation-first mindset leveraging AI.

What are the key responsibilities of a Senior Support Engineer?

Key responsibilities include being a top technical troubleshooting expert for the API platform, designing operational processes for monitoring strategic customers and 24x7 response, configuring monitoring and alerting, contributing to reliability reviews, refining incident response processes, analyzing metrics for improvements, and providing holiday/weekend support coverage.

What skills and experience are needed for this Senior Support Engineer position?

Candidates need to be foremost technical troubleshooting experts for API platforms, skilled in designing operational processes, configuring advanced monitoring and alerting, incident response, reliability reviews, automation with AI technologies, and analyzing operational metrics.

What makes a strong candidate for this Senior Support Engineer role?

Strong candidates are top technical troubleshooting experts who can handle low volume, high difficulty issues for strategic enterprise customers, proactively scale operations with AI and automation, and collaborate closely with engineering teams on monitoring, incident response, and reliability.

OpenAI

Develops safe and beneficial AI technologies

About OpenAI

OpenAI develops and deploys artificial intelligence technologies aimed at benefiting humanity. The company creates advanced AI models capable of performing various tasks, such as automating processes and enhancing creativity. OpenAI's products, like Sora, allow users to generate videos from text descriptions, showcasing the versatility of its AI applications. Unlike many competitors, OpenAI operates under a capped profit model, which limits the profits it can make and ensures that excess earnings are redistributed to maximize the social benefits of AI. This commitment to safety and ethical considerations is central to its mission of ensuring that artificial general intelligence (AGI) serves all of humanity.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$18,433.2MTotal Funding

LATE_VCCompany Stage

AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Health insurance

Dental and vision insurance

Flexible spending account for healthcare and dependent care

Mental healthcare service

Fertility treatment coverage

401(k) with generous matching

20-week paid parental leave

Life insurance (complimentary)

AD&D insurance (complimentary)

Short-term/long-term disability insurance (complimentary)

Optional buy-up life insurance

Flexible work hours and unlimited paid time off (we encourage 4+ weeks per year)

Annual learning & development stipend

Regular team happy hours and outings

Daily catered lunch and dinner

Travel to domestic conferences

Risks

Elon Musk's legal battle may pose financial and reputational challenges for OpenAI.

Customizable ChatGPT personas could lead to privacy and ethical concerns.

Competitors like Anthropic raising capital may intensify market competition.

Differentiation

OpenAI's capped profit model prioritizes ethical AI development over unlimited profit.

OpenAI's AI models, like Sora, offer unique video creation from text descriptions.

OpenAI's focus on AGI aims to create AI systems smarter than humans.

Upsides

OpenAI's $6.6 billion funding boosts its AI research and computational capacity.

Customizable ChatGPT personas enhance user engagement and satisfaction.

OpenAI's 'Operator' AI agent could revolutionize workforce automation by 2025.

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