Senior Support Engineer Job at OpenAI (Tokyo)

Senior Support Engineer

The Technical Support team is responsible for ensuring that developers and enter...

Location

United States , San Francisco

Salary:

234000.00 - 260000.00 USD / Year

OpenAI

Expiration Date

Until further notice

Requirements

Have a Bachelor’s degree in Computer Science or a related field
Have 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
Have deep familiarity with modern monitoring, alerting, and observability practices
Have proven experience leading incident response for high‑severity outages or service disruptions
Have strong skills in scripting or software engineering (e.g., Python or similar) to automate repetitive tasks and integrate tools
Have solid understanding of cloud infrastructure and distributed systems fundamentals
Are effective at working cross‑functionally in a high‑trust environment
Strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders

Job Responsibility

Be among the foremost technical and troubleshooting experts for our API platform at OpenAI
Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies
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
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
Proactively recommend and implement enhancements to monitoring dashboards, alert configurations, and support workflows
Provide support coverage during holidays and weekends based on business needs

What we offer

Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
401(k) retirement plan with employer match
Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend to fuel your professional growth
Daily meals in our offices, and meal delivery credits as eligible

Fulltime

Senior Support Engineer

Bango enables content providers to reach more paying customers through global pa...

Location

United Kingdom , Cambridge

Salary:

Not provided

Bango

Expiration Date

Until further notice

Requirements

Minimum of 5 years' experience in a technical support / NOC environment
Working knowledge of SLA's
Experience of working with cloud technology / platforms
Working knowledge of database technologies
Proven experience on SQL and in analysing data within a SQL database
Proven track record of troubleshooting technical issues / complex problem-solving monitoring and alerting
Experience of formal report writing and an ability to communicate confidently
Able to THRIVE and develop in a fast paced, high-tech arena
Level head, calm, and clear thinking, open minded and flexible, able to deal with ambiguity
While traveling is not an essential part of the role, it might be required from time to time

Job Responsibility

Provide expert level technical product and platform support to all Bango Partners and assist our First Line team with escalations
Act as a mentor to the First Line team
Provide documentation, guides and technical workshops to peers
Involved in diagnosis, troubleshooting, root cause identification, service restoration, clean-up activities and implementation of preventative measures during incidents
Ensure every disruptive incident is accompanied by a root cause analysis report
Pro-active approach towards development/Implementation of working tools, workaround processes and automations
Work closely across functions (including Engineering, Delivery, Product management, Finance and other Bango teams)
Responsible for documenting and implementing internal change requests
Keeping stakeholders updated regarding any complex ongoing change, activity or incident
Partner onboarding – configuration tasks for existing and new customers

What we offer

A friendly, informal working environment
Your own Bango buddy – to help you settle in
Bendi-time (flexible working hours)
Bango social events
Choose your own headphones, keyboard & mouse
Generous share option scheme
Private Medical Insurance
Health Cash Plan
25 days holiday a year increasing to 28 days with 4 years' service
Cycle to work, gym discount

Fulltime

Senior Support Engineer

You are a Senior Support Engineer who delivers world-class post-deployment suppo...

Location

India , Bengaluru

Salary:

Not provided

Ema

Expiration Date

Until further notice

Requirements

4+ years of experience in Support Engineering, Software Engineering, or Technical Customer Support
Hands-on experience supporting AI/LLM-based applications in production environments
Experience configuring, deploying, or supporting AI agents, workflows, or ML systems
Exposure to prompt engineering and iterative improvement of LLM outputs
Experience running UATs or customer-facing evaluations for AI systems
Proven ability to manage complex enterprise customer issues independently
Familiarity with support metrics such as FRT, AHT, TAT, CSAT
Strong production troubleshooting skills, including diagnosing AI performance and recommending improvements to accuracy and business KPIs
Strong understanding of LLM application architecture, including: Prompting patterns (system/instructions, few-shot, structured outputs, function/tool calling), Agentic workflows and orchestration concepts, RAG fundamentals (chunking, embeddings, retrieval, reranking, context windows), Evaluation concepts (golden datasets, offline/online evals, quality metrics, regression testing)
Ability to diagnose ML/LLM performance issues and recommend next-step experiments or mitigations (guardrails, routing, prompt adjustments, data fixes)

Job Responsibility

Own customer-facing incident management and escalations for post-deployment enterprise accounts
Triage incoming issues by gathering context, logs, steps-to-reproduce, and customer impact
Create clear, actionable bug reports and support tickets with detailed reproduction steps and diagnostics
Coordinate closely with Implementation and Engineering teams to drive timely issue resolution
Track and manage SLAs and key support metrics including FRT, TAT, AHT, and CSAT
Provide proactive, regular status updates to customers and internal stakeholders
Communicate effectively with both technical and non-technical customer teams during incidents and escalations
Identify recurring issues and contribute to improvements in documentation, runbooks, and support processes
Maintain and enhance internal knowledge bases, troubleshooting guides, and escalation playbooks
Validate fixes, coordinate customer confirmation, and support post-resolution follow-ups

Fulltime

Senior Support Engineer

The Senior Support Engineer collaborates directly with strategic enterprise acco...

Location

Ireland , Dublin

Salary:

Not provided

OpenAI

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science or a related field
5+ years of experience in technical operations roles such as SRE/NOC
Strong software engineering foundation
Deep familiarity with modern monitoring, alerting, and observability practices
Proven experience leading incident response for high‑severity outages
Strong skills in scripting or software engineering (e.g., Python or similar)
Solid understanding of cloud infrastructure and distributed systems fundamentals
Effective at working cross‑functionally in a high‑trust environment
Strong communication skills

Job Responsibility

Be among the foremost technical and troubleshooting experts for our API platform
Proactively identify and implement opportunities to scale support operations
Configure and use advanced monitoring and alerting workflows
Contribute to reliability reviews and preparedness for new features
Design and refine incident response processes and documentation
Analyze operational metrics and incident RCAs to identify areas for improvement
Provide support coverage during holidays and weekends based on business needs

What we offer

Medical, dental, and vision insurance for you and your family
Mental health and wellness support
PRSA plan with 6% employer matching
Unlimited time off
Annual learning & development stipend ($1,500 USD equivalent per year)
Generous equity
Relocation assistance

Fulltime

Senior Support Engineer

At Sentry, support is an engineering discipline. Our customers are developers bu...

Location

Austria , Vienna

Salary:

60900.00 - 70000.00 EUR / Year

Sentry

Expiration Date

Until further notice

Requirements

8+ years of experience in technical support or engineering, with a track record of solving high-complexity SaaS problems
Strong Coding Foundations: Proficiency in Python, JavaScript, or Ruby. You should be comfortable reading SDK source code and reproducing bugs
Modern Dev Stack Knowledge: Deep understanding of CI/CD, APIs, microservices, and observability/monitoring
AI Literacy: Practical familiarity with the AI stack: You understand how RAG works, why Context Windows matter, and how to debug a System Prompt
Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI

Job Responsibility

Master the Sentry Ecosystem: Become a Platform Expert: Develop deep authority on Sentry’s features to guide customers through complex debugging workflows
Resolve Technical Inquiries: Answer inbound support requests with a focus on teaching and enabling developers, not just closing tickets
Troubleshoot SDK Implementations: Go beyond the UI to help developers instrument Sentry’s SDKs within their specific codebases and frameworks
Manage Bugs & Escalations: Triage and reproduce product bugs, serving as the bridge between customers and our Engineering teams
Pioneer AI-First Support: Train our AI Agents: Manage the performance of our support bots (Triage, Billing, and Technical), ensuring they provide accurate, high-quality assistance
Curate "AI-Ready" Knowledge: Write and structure documentation specifically optimized for RAG (Retrieval-Augmented Generation), ensuring our AI can easily find and use the right information
Design Human-in-the-Loop Flows: Define the logic for when an AI should hand off to a human, ensuring context is preserved so customers never have to repeat themselves
Monitor & Refine: Review AI responses for accuracy or hallucinations, creating examples of "perfect answers" to continuously fine-tune the model’s performance
Handle Complex "Edge Cases": Step in as the expert "Solutions Architect" for gray-area technical issues where AI reaches its limit
Drive Automation Strategy: Focus on solving problems at the source—building systems and content that resolve issues before a human ever needs to intervene

What we offer

Offers Equity
Relocation support is available for this role
incentive compensation
equity grants
paid time off
group health insurance coverage

Fulltime

Senior Support Engineer

AssemblyAI is searching for a driven and dedicated Senior API Support Engineer t...

Location

Australia

Salary:

167440.00 - 191360.00 AUD / Year

AssemblyAI

Expiration Date

Until further notice

Requirements

1 year+ of experience in a similar support role
Prior customer or client-facing experience, ideally in a high-growth startup environment
Experience working in a technical role, like technical support, solutions architect, software developer, QA testing, etc.
Ability to understand and translate technical language across both clients & engineering teams
Experience working with REST APIs
You can demonstrate and explain API knowledge
You can hear a use case and creatively apply our API functionality to solve that use case

Job Responsibility

Be the first line of support AssemblyAI's customers
Serve as the "product expert"
Wear multiple hats
Be the liaison between the customer and our engineering teams
Manage and contribute to our technical resources

Fulltime

Senior Technical Support Engineer - Platinum Support

As a Senior Technical Support Engineer for our Platinum Support team, you will p...

Location

India , Bengaluru

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

Bachelor's degree in a technical field or equivalent practical experience
5+ years of experience in a technical support or network engineering role
Expert-level knowledge of TCP/IP and extensive experience with routing and switching protocols (e.g., OSPF, BGP)
In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE
Proven ability to independently debug broad and complex networks with mixed media and protocols
Flexibility to work required shift hours, which may include afternoons, evenings, and weekends

Job Responsibility

Provide advanced post-sales technical support, including configuration and troubleshooting, to Platinum customers via phone, email, and web
Meet or exceed enhanced response time SLAs for mission-critical systems covered under the Platinum Support offering
Manage and own customer support cases from initial report to final resolution, ensuring timely follow-ups and comprehensive documentation
Apply expert fault isolation and root cause analysis methodologies to diagnose and resolve complex technical challenges in customer environments
Systematically reproduce customer issues and collaborate directly with Engineering and ETAC teams to qualify and resolve critical product bugs
Conduct multi-vendor troubleshooting to resolve issues in complex, integrated network and security environments
Author and publish Technical Support Bulletins and other technical documentation to the company's knowledge base
Proactively collaborate with Development, Sales, and Quality Assurance teams to enhance the customer experience and improve product documentation

Fulltime

Senior Technical Support Engineer, Focused Services

You will work firsthand with our valued customers to address their complex post–...

Location

United Kingdom , London

Salary:

Not provided

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

Have lived in the UK for the last 5 consecutive years, or hold British Citizenship
Demonstrated ability to troubleshoot and resolve complex issues across varied environments, independently and effectively
Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registries
In-depth understanding of public cloud platforms and deployment best practices
Strong knowledge of network protocols (TCP/IP) and security practices (IPSec, SSL-VPN, NAT, GRE)
Hands-on experience with cloud infrastructure operations and troubleshooting customer tech stacks
Familiarity with SIEM tools, vulnerability management, malware analysis, and firewall configurations
Ability to communicate complex technical solutions to a wide range of audiences, both technical and non-technical
Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages
3–5 years of experience in Technical Support, or similar hands-on roles

Job Responsibility

Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices
Respond to user-reported issues within defined SLAs, ensuring high customer satisfaction
Triage and resolve technical issues via ticketing systems, phone, and remote sessions
Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams
Identify root causes (code, configuration, or environment), and work with engineering and product teams to deliver permanent solutions
Share insights from customer interactions to improve our product and support experience
Document troubleshooting steps and resolutions clearly for both internal and customer use
Lead root cause analysis and coordinate corrective actions to prevent recurrence

Fulltime

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