Support Engineer troubleshooting complex API, integration, and production incidents for OpenAI’s Premium Support customers. Improving reliability through monitoring, runbooks, automation, and postmortems.
About the role
- Senior Support Engineer providing advanced technical support for ChapsVision's AI-powered search platform. Analyzing and resolving complex technical issues for clients and partners.
Responsibilities
- Analyze and resolve complex technical issues reported by customers, partners, or escalated from level 1 support teams
- Reproduce, document, and track identified defects or unexpected behavior
- Perform in-depth technical analysis of recurring or critical incidents
- Provide clear explanations, workarounds, and fixes within service commitments and agreed timeframes
- Design and implement long-term fixes and technical workarounds
- Maintain regular communication with customers throughout the incident lifecycle
Requirements
- Bachelor’s or Master’s degree in a technical field (Computer Science, Engineering)
- More than 5 years of experience as a support engineer or in a similar technical support/customer-facing role
- At least one year of front-end development experience with Angular and TypeScript
- Strong diagnostic and troubleshooting skills for complex technical issues
- Familiarity with the Microsoft ecosystem (Windows Server, firewalls, .NET, Azure)
- Good understanding of system and application environments (Linux/Windows, databases, APIs, etc.)
- Excellent written and verbal communication skills in English
- Bilingual (French and English, spoken and written) — highly desirable
Benefits
- Generous PTO
- Health insurance from day one
- 401(k) with employer match
- Wellness and commuting benefits
- And more!
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