Support Engineer

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models.

• Be among the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team.
• 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.
• Provide support coverage during holidays and weekends based on business needs.

• Bachelor’s degree in Computer Science or a related field.
• 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.
• Deep familiarity with modern monitoring, alerting, and observability practices.
• Proven experience leading incident response for high-severity outages or service disruptions.
• Strong skills in scripting or software engineering (e.g., Python or similar) to automate repetitive tasks and integrate tools.
• Solid understanding of cloud infrastructure and distributed systems fundamentals.
• Effective at working cross-functionally in a high-trust environment.

• This role is based in Singapore. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.