Dedicated Support Engineer - Tokyo

OpenAI
Tokyo
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Communication","Troubleshooting","Technical problem-solving","Ownership","Relationship-building"]

Serve as a trusted technical support partner for Premium Support customers, investigating complex API and integration issues using logs, telemetry, reproduction, and systems-level troubleshooting. Provide end-to-end technical ownership, coordinate response paths during high-impact incidents, and proactively monitor integrations to prevent recurring failures. Use customer architecture context to drive resilience improvements, translate recurring issues into feedback for Product and Engineering, and help build scalable Premium Support operations.

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FursaFursa
OpenAI
OpenAI
2 days ago

Dedicated Support Engineer - Tokyo

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as a trusted technical support partner for Premium Support customers, investigating complex API and integration issues using logs, telemetry, reproduction, and systems-level troubleshooting. Provide end-to-end technical ownership, coordinate response paths during high-impact incidents, and proactively monitor integrations to prevent recurring failures. Use customer architecture context to drive resilience improvements, translate recurring issues into feedback for Product and Engineering, and help build scalable Premium Support operations.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, performance degradation, and production incidents.
  • •Analyze logs and system behavior, reproduce errors, test hypotheses, and isolate failure domains; identify root cause where possible and otherwise escalate with clear evidence.
  • •Act as a technical backstop and escalation point for strategic customers, maintaining customer-specific response ownership during high-impact incidents.
  • •Monitor integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become incidents.
  • •Translate customer pain into evidence-backed feedback for Product and Engineering and turn findings into scalable improvements like runbooks, monitoring, internal tooling, and automation.

Pay and Benefits

Perks:Relocation

Key Requirements

  • •Fully bilingual in Japanese and English (spoken and written), with resume submitted in English.
  • •Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role diagnosing complex production issues.
  • •Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • •Experience leading or playing a central role in customer-impacting incidents, including severity assessment, coordination, root-cause analysis, and post-incident follow-through.
  • •Ability to write code or scripts to reproduce issues and automate work (Python or JavaScript valuable).
Skills:CommunicationTroubleshootingTechnical problem-solvingOwnershipRelationship-building
Languages:JapaneseEnglish
Tech Stack:APIsAuthenticationDistributed systemsCloud infrastructureLogsTelemetryMetricsTracesAutomationAgentsPythonJavaScript

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALL·E) and AI infrastructure, providing APIs and consumer products to accelerate safe AGI for broad benefit.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Hectocorn (USD 100B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 4.4
WebsiteLinkedInGlassdoor