AI Technical Support Specialist
OpenAI is seeking a bilingual AI Technical Support Specialist in Tokyo to join its User Operations team. This role is ideal for a tech-savvy professional who thrives in a fast-paced, collaborative environment and excels at solving complex customer issues. You’ll provide direct support to global and local customers, troubleshoot sophisticated AI product issues, and work cross-functionally with Engineering, Product, and Go-To-Market teams. As a critical last line of support, you'll own problems end-to-end and drive improvement in internal processes and customer experience. Fluency in both Japanese and English (spoken and written) is essential. This role may require participation in weekend and holiday on-call rotations based on business needs.
Application ongoing untill position is filled
Requirements
5+ years in technical support, support engineering, or user operations, ideally within startups or fast-paced tech environments.
Full professional fluency in Japanese and English (both written and spoken).
Proven ability to diagnose, troubleshoot, and communicate complex technical issues.
Experience collaborating across teams to resolve high-impact customer issues.
Strong customer relationship-building skills.
Highly organized and capable of multitasking with strong prioritization.
Willingness to participate in on-call and after-hours support when needed.
Comfortable navigating ambiguity and proactive in identifying process gaps.
Benefits
Competitive compensation and equity package.
Relocation assistance for international hires.
Hybrid work flexibility (3 days/week in office).
Opportunity to work with cutting-edge AI technologies.
Collaborative, inclusive, and mission-driven team environment.
Career development opportunities in a fast-scaling global organization.
Responsibilities
Provide frontline support to OpenAI customers via tickets and Slack, resolving complex technical issues.
Act as a product expert and final escalation point before Engineering involvement.
Collaborate with Product, Engineering, and Go-To-Market teams to resolve issues and improve support workflows.
Capture and translate customer insights to help scale support solutions and influence product improvements.
Contribute to internal knowledge-sharing and onboarding of teammates.
Support customers in both Japanese and English.
Participate in holiday and weekend coverage as needed.
The application process will continue on the employer's website.
Location
Tokyo, Japan (Hybrid 3 days in-office per week) Relocation assistance available