AI Support Engineer - Tokyo (Weekend Shift)

The User Operations team supports customers' adoption of AI and works to deliver an exceptional product experience. The role involves working directly with customers through support tickets and live calls to troubleshoot high-impact issues and resolve novel, ambiguous technical problems. The role is based in Tokyo with a hybrid work model of 3 days in the office per week. Each person is expected to work a standard 5x8 work week, with 1 of the days covering weekend shifts each week.

Responsibilities

Work directly with customers to troubleshoot and resolve complex technical issues, including API failures, integration challenges, authentication errors, and production incidents; Provide end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance; Become a trusted expert on OpenAI's products and platform, serving as a go-to resource for complex technical issues; Serve as a critical escalation point and line of defense, partnering with customers and Engineering teams to resolve and prevent recurring problems; Take learnings from resolving customer issues and create approaches to scaling solutions with Product and Go-To-Market teams; Drive operational excellence by identifying automation and AI-powered workflow opportunities; Provide occasional holiday and weekend on-call coverage as needed

Requirements

8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles; Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools; Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts; Polished enterprise communication and calm with high-stakes customers during live incident calls; Proven experience building strong relationships with customers and cross-functional partners; Exceptional critical thinker and problem solver who can clearly communicate complex technical issues; Thrive in ambiguity, adapt rapidly to change, and continuously learn; Humble, team-first mindset and eagerness to help others; Bachelor's degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience; Fully bilingual in Japanese and English (spoken and written); Resume must be submitted in English

Nice to have

Experience in high-growth tech startups or other fast-paced environments

Benefits

Relocation assistance for new employees