Support Engineer III resolving complex software issues and building Zendesk automations. Supporting Blackpoint Cyber’s cybersecurity threat hunting, detection, and remediation platform.
About the role
- Support Engineer troubleshooting complex API, integration, and production incidents for OpenAI’s Premium Support customers. Improving reliability through monitoring, runbooks, automation, and postmortems.
Responsibilities
- 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
Requirements
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues
- Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations
- Experience working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations
- Experience leading or centrally participating in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through
- Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools
- Experience with Python, JavaScript, or similar languages is valuable
- Ability to communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders
- Ability to build strong, high-trust relationships while maintaining clear and scalable ownership boundaries
- Ability to identify patterns, improve systems, and prevent recurrence
- Ability to thrive in ambiguity and learn as needed
- Humble, team-first mindset, strong judgment, and eagerness to help customers and colleagues
- Excitement about using OpenAI products, agents, and emerging AI capabilities to transform technical support
Benefits
- Remote work currently available, with expected transition to an in-office arrangement
- Immigration and sponsorship support may be provided based on individual circumstances
- Reasonable accommodations for applicants with disabilities
- Equal employment opportunity
- Global team and cross-functional collaboration opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
Bilingual Technical Support Specialist troubleshooting YOVU’s VoIP platform for Canadian business clients. Translating technical content and supporting French - language Quebec deployments.
Technical Support Agent managing Desjardins caisse IT systems, equipment, security, and user support. Hybrid role handling platform administration, troubleshooting, deployments, and technology upgrades.
Technical Analyst troubleshooting TrueContext SaaS forms, mobile apps, APIs, and integrations. Supporting field technicians through customer ticket resolution and incident response.
Technicien en soutien informatique pour TEHORA, firme québécoise de services techniques et de gestion de projets. Assurer le soutien Microsoft 365, Windows, VPN et comptes utilisateurs au Québec.
Senior IT Support Analyst providing onsite and remote support for Marsh colleagues across Canadian offices. Troubleshooting devices, applications, networks, and office technology infrastructure.
Application Support Analyst troubleshooting Duck Creek’s insurance software applications. Monitoring performance, resolving incidents, and supporting updates for Canadian employees.
Business Systems Technical Analyst supporting ERP, WMS, SQL, and integrations for Sunrise Farms’ food manufacturing operations. Translating business requirements into reliable enterprise technology solutions.
Technical Support Team Lead managing IoT Solutions Engineers for Teltonika’s GPS telematics products. Driving customer issue resolution, team performance, hiring, and agile process improvement.