AI Support Engineer - Singapore

OpenaiOpenai·Remote(Singapore)
Support

WFA Digital Insight

The demand for skilled AI support engineers has skyrocketed, with a 25% increase in job postings over the past year. As companies like Openai pioneer AI solutions, the need for experts who can troubleshoot complex issues and drive customer experience has never been higher. With its innovative approach to AI, Openai stands out in the industry. Before applying, candidates should be aware that they'll need a strong foundation in technical support, excellent problem-solving skills, and the ability to work in a fast-paced environment. With the right skills, candidates can thrive in this role and be part of a revolutionary team.

Job Description

About the Role

Openai's User Operations team is at the forefront of AI adoption, ensuring customers have an exceptional experience with their products. As an AI Support Engineer, you'll be part of a pioneering team that's building the first post-AGI support team. You'll work closely with cross-functional teams, including Sales, Technical Success, Product, and Engineering, to deliver the best possible experience to customers at scale. Your work will have a direct impact on the success of Openai's AI solutions, which are being used by a range of diverse customers, from early-stage startups to established global enterprises.

The User Operations team is responsible for resolving complex issues, providing technical guidance, and supporting customers in maximizing value and adoption from deploying Openai's products. As a key member of this team, you'll interact directly with customers, troubleshooting complex issues and resolving novel, often undefined technical problems. You'll also partner closely with cross-functional teams to drive initiatives that reduce bugs, improve features, and build the systems that elevate the customer experience.

What You Will Do

  • Work directly with customers to solve their most complex problems and provide ownership and education on the use of Openai's platforms
  • Be an expert on everything related to Openai products, even where the AI does not have the answer
  • Partner with engineering and customer teams to resolve issues and improve the overall customer experience
  • Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes
  • Take learnings from resolving customer issues and create approaches to scaling these solutions, partnering with product and Go-To-Market teams
  • Orchestrate improvements to operations that will level-up the 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 day covering weekend shifts each week

What We Are Looking For

  • 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, such as Codex, ChatGPT, or OpenAI API, to script or engineer code for automating repetitive tasks and integrating tools
  • Expert-level SaaS troubleshooting skills, with the ability to rapidly understand new technologies and complex concepts
  • Strong problem-solving skills, with the ability to question established norms and identify root causes
  • Excellent communication skills, with the ability to work effectively with customers and cross-functional teams
  • Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and experience
  • Fluency in English, both written and spoken

Nice to Have

  • Experience working with AI-powered tools and technologies
  • Knowledge of programming languages, such as Python or similar
  • Experience working in a hybrid work model, with a mix of remote and in-office work
  • Certification in ITIL or similar frameworks

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a pioneering company in the AI industry
  • Collaborative and dynamic work environment
  • Professional development opportunities, including training and education programs
  • Flexible work arrangements, including remote work options and flexible hours
  • Access to the latest tools and technologies, including emerging AI capabilities
  • Recognition and reward programs, including bonuses and stock options

How to Stand Out

  • Be prepared to showcase your problem-solving skills, including your ability to troubleshoot complex technical issues and think creatively
  • Highlight your experience working with emerging technologies, such as AI-powered tools and programming languages like Python
  • Emphasize your excellent communication skills, including your ability to work effectively with customers and cross-functional teams
  • Make sure your resume and cover letter are tailored to the role, with a focus on your relevant experience and skills
  • Be prepared to discuss your experience working in fast-paced environments and your ability to adapt to changing circumstances
  • Don't be afraid to ask questions during the interview process, including questions about the company culture and the team you'll be working with
  • Be prepared to provide examples of your experience working with customers, including your ability to provide ownership and education on the use of complex products

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