4 days ago
Singapore, SingaporeSenior
Responsibilities
- Troubleshoot complex customer issues involving APIs, integrations, authentication, product behavior, performance, and production incidents.
- Analyze logs and system behavior, reproduce errors, test hypotheses, isolate failure domains, and provide evidence-based escalations.
- Own customer-specific responses to high-impact incidents from severity assessment through mitigation, resolution, and post-incident follow-through.
- Communicate technical status and impact clearly to customer teams, executives, business stakeholders, and internal partners.
- Document customer architectures, dependencies, workloads, and operational constraints for Support, Product, and Engineering teams.
- Monitor integrations and support trends to identify emerging risks, recurring failures, and readiness gaps.
- Develop account-specific runbooks, validate escalation paths, and coordinate support readiness for launches, migrations, traffic increases, and business events.
- Lead or contribute to incident reviews and postmortems and track corrective actions to completion.
- Translate recurring customer pain into feedback and scalable improvements for products, integrations, tooling, workflows, and automation.
- Help shape Premium Support’s operating model, technical standards, and tooling as the function grows globally.
Requirements
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues.
- Expert troubleshooting experience across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
- Experience using logs, metrics, traces, API requests, authentication flows, and customer code or configurations to investigate system behavior.
- Experience leading or centrally supporting customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through.
- Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools.
- Python, JavaScript, or similar programming experience is valuable.
- Strong communication skills for explaining complex technical issues to engineers, customer technical teams, business stakeholders, and senior leaders.
- Ability to build trusted customer and cross-functional relationships while maintaining scalable ownership boundaries.
- Strong judgment, adaptability in ambiguous situations, and a team-first mindset.
- Full fluency in spoken and written English; resume and interviews must be in English.
Benefits
- Hybrid work model requiring three days in the Singapore office per week.
- Relocation assistance is offered to new employees.
- The role is based in Singapore.
Tech Stack
Categories
Solutions Engineering
About OpenAI
OpenAI builds and deploys large-scale AI models and tools—including ChatGPT, GPT-4–class models, DALL·E, and Whisper—sold via APIs and enterprise subscriptions to developers and businesses. It monetizes through usage-based API pricing and ChatGPT Plus/Team/Enterprise, and also reaches customers via Microsoft’s Azure OpenAI Service. Founded in 2015 and headquartered in San Francisco, it operates as a private partnership.