OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.
AI is an extremely powerful tool that must be created with safety and human needs at its core.
OpenAI is dedicated to putting that alignment of interests first — ahead of profit.
To achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
Our investment in diversity, equity, and inclusion is ongoing, executed through a wide range of initiatives, and championed and supported by leadership.
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.

OpenAI

Browse and apply for open jobs at OpenAI.

support-engineer

OpenAI is a leading research organization and company dedicated to creating advanced artificial intelligence technology, with a strong emphasis on safety and ethical considerations. OpenAI's mission is to ensure that artificial general intelligence (AGI) benefits all of humanity. The company develops AI products like ChatGPT, which can assist users with tasks ranging from everyday requests to complex enterprise solutions. OpenAI also provides an API platform that integrates its AI models into various applications. The company is focused on innovation in AI and improving data analysis capabilities, while emphasizing safety and ethical governance of their systems.

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. AI is an extremely powerful tool that must be created with safety and human needs at its core. OpenAI is dedicated to putting that alignment of interests first — ahead of profit.

To achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. Our investment in diversity, equity, and inclusion is ongoing, executed through a wide range of initiatives, and championed and supported by leadership.

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.

• Work directly with customers through support tickets and live calls
• Troubleshoot and resolve complex technical issues, including API failures, integration challenges, authentication errors, and production incidents
• Provide end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance
• Become a trusted expert and go-to resource on OpenAI’s products and platform
• Serve as a critical escalation point and line of defense for complex technical issues
• Partner with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems
• Use scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
• Capture learnings from customer issue resolution and help scale solutions with Product and Go-To-Market teams
• Identify automation and AI-powered workflow opportunities and implement scalable improvements
• Reduce manual effort and elevate the overall support experience
• Provide occasional holiday and weekend on-call support as needed

AI Support Engineer – Weekend Shift

AI Support Engineer troubleshooting OpenAI platform, API, integration, and production issues for customers. Automating support workflows and partnering with Engineering, Product, and Operations remotely in Ontario.

• Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents
• Analyze logs and system behavior, reproduce errors, test hypotheses, isolate failure domains, and provide root-cause findings or evidence-based hypotheses to Engineering
• Serve as a trusted expert, critical escalation point, and technical backstop for strategic customers
• Own customer-specific responses to high-impact incidents from severity assessment through mitigation, resolution, and post-incident follow-through
• Communicate proactively with customer technical teams, business stakeholders, executives, and internal partners
• Document customer architectures, integrations, dependencies, critical workloads, and operational constraints for Support, Product, and Engineering
• Partner with Go-to-Market and Technical Success teams on workload importance, prioritization, and communication
• Represent Support Engineering in customer meetings, including QBRs, and communicate technical health, risks, blockers, and follow-up
• Monitor integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps
• Prepare account-specific runbooks and escalation paths for launches, migrations, traffic increases, and business events
• Lead or contribute to incident reviews and postmortems and track corrective actions through closure
• Translate recurring customer pain into evidence-backed Product and Engineering feedback
• Create scalable improvements including troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation
• Help shape Premium Support’s operating model, technical standards, and tooling globally

Support Engineer

Support Engineer troubleshooting complex API, integration, and production incidents for OpenAI’s Premium Support customers. Improving reliability through monitoring, runbooks, automation, and postmortems.

customer-support

• Own advertiser cases from initial intake through resolution, including complex or sensitive Ads Trust & Safety escalations
• Investigate whether issues stem from policy, review operations, product behavior, tooling, or another dependency
• Communicate clear next steps and follow through to resolution
• Develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling
• Analyze ticket themes, escalation patterns, quality findings, and service metrics to identify advertiser friction and emerging experience or safety gaps
• Turn frontline learnings into clearer help content, stronger playbooks, routing and escalation criteria, improved knowledge management and quality standards, and self-service opportunities
• Partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues and scale durable solutions
• Drive operational excellence through AI-assisted workflows and automation
• Support readiness for new ad formats, features, and markets by anticipating advertiser questions and identifying support risks
• Provide occasional holiday and weekend on-call support as needed

Senior Support Specialist, Ads

Senior advertiser support specialist resolving complex ads policy and safety cases at OpenAI. Improving advertiser support through AI-assisted operations, automation, and cross-functional partnerships.

general

• Build and lead a team of technical and troubleshooting experts serving as the last line of defense before core Engineering
• Partner with Engineering and customer teams to develop systems for resolving escalated issues
• Engage senior internal or customer leaders and coordinate resources across multiple teams
• Operationalize learnings from customer issues at scale
• Iterate on internal processes with Engineering, Go-to-Market, and vendor partners
• Influence product roadmaps and improve the overall customer support experience
• Manage team scaling and operations to deliver global 24x7 coverage
• Build strong customer relationships and ensure application success
• Ensure the team assists broadly beyond its core remit
• Contribute to Support’s broader leadership team and organization-wide initiatives

Support Delivery Lead

Support Delivery Lead scaling OpenAI’s enterprise AI customer support engineering team. Building 24x7 global support operations and resolving complex technical issues with Engineering.

• Serve as a foremost technical and troubleshooting expert for OpenAI’s API platform and act as the last line of defense before core Engineering
• Identify and implement scalable support operations using automation and AI technologies
• Configure and use monitoring and alerting workflows to detect customer-impacting issues in real time
• Partner with Engineering on reliability reviews and operational readiness for features, launches, and strategic customer requirements
• Design and refine incident response processes and documentation
• Analyze operational metrics and incident root-cause analyses to improve monitoring dashboards, alert configurations, and support workflows
• Provide support coverage during holidays and weekends based on business needs
• Collaborate directly with strategic enterprise customers, product teams, Infrastructure, Engineering, Technical Success, and Support teams

Senior Support Engineer

Senior Support Engineer troubleshooting OpenAI API infrastructure for strategic enterprise customers. Designing observability, incident response, and automation processes for reliable AI deployments.

• Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, authentication errors, and production incidents
• Debug logs, analyze system behavior, reproduce issues, and provide expert guidance with end-to-end ownership
• Become a trusted expert and go-to resource on OpenAI products and platform
• Serve as an escalation point, partnering with customers and Engineering to resolve issues and prevent recurring problems
• Use scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
• Partner with Product and Go-To-Market teams to scale solutions based on customer issue learnings
• Identify automation and AI-powered workflow opportunities and implement scalable operational improvements
• Provide occasional holiday and weekend on-call support as needed

AI Support Engineer

AI Support Engineer troubleshooting complex OpenAI platform issues for enterprise customers.
Automating support workflows and partnering with Engineering, Product, and Go-To-Market teams.

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. AI is an extremely powerful tool that must be created with safety and human needs at its core. OpenAI is dedicated to putting that alignment of interests first — ahead of profit. To achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. Our investment in diversity, equity, and inclusion is ongoing, executed through a wide range of initiatives, and championed and supported by leadership. 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.

OpenAI

About the company

Open jobs

6 jobs found

AI Support Engineer – Weekend Shift

OpenAI

Support Engineer

OpenAI

Senior Support Specialist, Ads

OpenAI

Support Delivery Lead

OpenAI

Senior Support Engineer

OpenAI

AI Support Engineer

OpenAI