AI Support Engineer

• Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms
• Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer
• Be among the last line of defense before our core Product and Engineering teams, and partner with engineering and customer teams to resolve issues
• Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes
• Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with product and Go-To-Market teams
• Orchestrate agentic improvements to our operations that will level-up our entire team
• Foster a supportive and productive work culture within the User Operations team
• Provide support coverage in on call shifts and during holidays and weekends based on business needs
• Work a standard 5x8 work week, with 1 of the days covering weekend shifts each week (e.g., work weeks covering Tuesday - Saturday or Sunday - Thursday)

• 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments
• Comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts
• Naturally question established norms, skillfully identify root causes, and proactively drive innovation and process improvements
• Among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry
• Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth
• Proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues
• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed
• Have high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization
• Fully bilingual—fluent in both Japanese and English (spoken and written)
• Must be fully bilingual—fluent in both Japanese and English (spoken and written)

Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience

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