Why This Job is Featured on The SaaS Jobs
This AI Technical Support Specialist role stands out in the SaaS ecosystem because it sits at the intersection of product adoption and technical reliability for an AI platform used by a wide spread of customer types—from startups to large enterprises. The remit implies supporting a product surface that evolves quickly, where real-world usage patterns and edge cases meaningfully shape how the service is experienced.
From a SaaS career perspective, the work builds durable leverage: translating ambiguous customer-reported symptoms into diagnosable issues, then turning those learnings into repeatable knowledge and operational improvements. Close collaboration with Product and Engineering also signals exposure to the feedback loops that mature SaaS offerings—where support data informs prioritisation, documentation, and scalability of service levels.
This position is best suited to professionals who prefer structured problem-solving, clear written communication, and ownership of complex tickets through to resolution. It will fit someone comfortable operating across customer channels (including Slack) while coordinating internally when issues require deeper investigation. The on-call component suggests a pragmatic, service-oriented working style aligned with supporting production-grade SaaS usage.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Team
The User Operations team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
About the Role
We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our Customers. In this role, you will be interacting directly with our customers through support tickets and Slack messages, troubleshooting complex issues to define the undefined, and setting a positive precedent for the rest of the team to follow. Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and improving organizational processes. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI.
If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team
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. To succeed in this position you must be fully fluent in English (spoken and written). Please note that your resume must be submitted in English, and the interview process will be conducted in English.
In this role, you will:
Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
Be among the foremost experts on everything related to OpenAI products. You are the last line of defense before our core Product and Engineering teams.
Partner with engineering and customer teams to resolve issues, engaging with senior leaders and teams internally or with customers as needed.
Take learnings from resolving customer issues and inform our approach to scaling these solutions, partnering with Engineering and Go-To-Market teams
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.
You might thrive in this role if you:
8+ years of experience in user operations, technical support, or support engineering roles, ideally in tech startups or fast-paced environments.
Fluency in English is essential to effectively support customers in both local and global markets, as well as to collaborate closely with cross-functional teams at HQ.
Excellent problem-solving skills and the ability to comprehend and communicate complex technical issues.
Can proactively identify pain points in our and our customer’s solutions.
Have proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
Operate with high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.
