Dedicated Support Engineer - Singapore

OpenAI
Singapore
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Problem-solving","Technical judgment","Clear communication","Ownership","Teamwork"]

Serve as a trusted technical partner for Premium Support customers, troubleshooting complex production issues across APIs, integrations, authentication, and performance incidents. Own end-to-end diagnosis using logs, telemetry, reproduction, and systems-level investigation, coordinating responses and communicating clearly during uncertainty. Help customers build resilience through monitoring, runbooks, automation, and reliability improvements, and feed evidence-backed feedback to Product and Engineering.

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FursaFursa
OpenAI
OpenAI
2 days ago

Dedicated Support Engineer - Singapore

âś“ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Serve as a trusted technical partner for Premium Support customers, troubleshooting complex production issues across APIs, integrations, authentication, and performance incidents. Own end-to-end diagnosis using logs, telemetry, reproduction, and systems-level investigation, coordinating responses and communicating clearly during uncertainty. Help customers build resilience through monitoring, runbooks, automation, and reliability improvements, and feed evidence-backed feedback to Product and Engineering.
Location: Singapore
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot Premium Support customers’ most complex technical issues, including API failures, integration challenges, authentication errors, unexpected behavior, performance degradation, and production incidents.
  • •Provide end-to-end technical ownership by analyzing logs, reproducing errors, testing hypotheses, and isolating likely failure domains, escalating to Engineering when needed.
  • •Serve as a trusted expert and technical backstop for strategic customers, including ownership of customer-specific responses during high-impact incidents.
  • •Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become major escalations.
  • •Translate recurring customer pain into evidence-backed feedback for Product and Engineering, and turn findings into scalable improvements such as runbooks, monitoring, tooling, workflows, and automation.

Pay and Benefits

Perks:Relocation

Key Requirements

  • •Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or hands-on diagnosis of complex production issues.
  • •Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations using logs, metrics, traces, and telemetry.
  • •Comfort leading or playing a central role in customer-impacting incidents, including severity assessment, technical coordination, and post-incident follow-through.
  • •Ability to write code or scripts to reproduce issues, automate repetitive work, and improve internal tools (Python or JavaScript valuable).
  • •Clear communication of complex technical issues to engineers, customer technical teams, business stakeholders, and executives, especially when information is incomplete.
Experience:Enterprise integrationsCloud infrastructureDistributed systemsProduction incidentsTechnical support
Skills:Problem-solvingTechnical judgmentClear communicationOwnershipTeamwork
Languages:English
Tech Stack:LogsTelemetryMetricsTracesAPIsAuthenticationPythonJavaScriptAutomationAgentsRunbooks

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