Job Description

AI Support Engineer – User Operations (Singapore)

OpenAI is seeking a highly experienced and technically strong AI Support Engineer to join its User Operations team in Singapore. In this role, you will work directly with customers to resolve complex technical issues, provide guidance on using OpenAI products, and help drive product adoption at scale. You will partner closely with Engineering, Product, Sales, and Technical Success teams to ensure customers receive best-in-class support when working with OpenAI’s platforms.

This is a Singapore-based hybrid role (3 days per week in office), with relocation assistance available. Full English fluency (spoken and written) is required.

Company Name: OpenAI
Location: Singapore (Hybrid, 3 days in office per week)

About the Team:
The User Operations team is responsible for ensuring an exceptional customer experience across all OpenAI products. The team supports a broad range of customers, from early-stage startups to large global enterprises, and works closely with cross-functional partners to resolve issues efficiently and continuously improve support processes and tools.

About the Role:
In this role, you will be on the front line of customer interactions, handling support tickets and Slack-based conversations, troubleshooting complex and sometimes undefined issues. You will act as a subject-matter expert on OpenAI products and APIs, often serving as the final escalation point before Engineering. Your work will help shape scalable support workflows, internal knowledge bases, and customer feedback loops, contributing directly to product quality and customer satisfaction.

Responsibilities:

Work directly with customers to troubleshoot and resolve complex technical issues related to OpenAI products and APIs.
Serve as one of the foremost experts on OpenAI’s product suite, acting as the last line of defense before Engineering.
Partner with Engineering, Product, and Go-To-Market teams to investigate root causes and drive effective, durable solutions.
Translate patterns and learnings from customer issues into improved documentation, internal tooling, and scalable processes.
Help foster a supportive, collaborative culture within the User Operations team.
Provide support coverage in on-call rotations, including some evenings, weekends, and holidays depending on business needs.

Requirements:

8+ years of experience in user operations, technical support, or support engineering roles, preferably in high-growth tech companies or startups.
Excellent critical thinking and problem-solving skills, with the ability to clearly explain complex technical issues to both technical and non-technical audiences.
Strong SaaS troubleshooting skills and the ability to quickly learn new technologies and complex concepts.
Comfortable using emerging technologies (such as the OpenAI API, Codex, ChatGPT, or similar tools) and scripting languages (e.g., Python) to automate repetitive tasks and integrate tools.
Proven ability to question assumptions, identify root causes, and propose process improvements.
Ability to thrive in ambiguous, fast-changing environments, manage multiple concurrent projects, and prioritize ruthlessly.
Demonstrated experience building strong customer relationships and working cross-functionally to resolve complex issues.
Humble, collaborative attitude and eagerness to learn what is needed for the team and customers to succeed.
Full professional fluency in English (spoken and written).
Willingness and ability to work in a hybrid model based in Singapore, with relocation support available.

About OpenAI:
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company develops advanced AI systems, pushes the boundaries of what AI can do, and seeks to deploy these capabilities safely and responsibly. OpenAI values diverse perspectives and is an equal opportunity employer, with hiring and background checks conducted in line with applicable laws and fair-chance regulations.