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
- AI Support Engineer troubleshooting complex OpenAI platform issues for enterprise customers. Automating support workflows and partnering with Engineering, Product, and Go-To-Market teams.
Responsibilities
- 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
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles
- Experience ideally within high-growth technology startups or other fast-paced environments
- Comfortable using Codex, ChatGPT, OpenAI API, or emerging technologies to script or engineer code, such as Python
- Experience automating repetitive tasks and integrating tools
- Expert-level SaaS troubleshooting skills
- Ability to rapidly understand new technologies and complex concepts
- Polished enterprise communication and composure with high-stakes customers during live incident calls
- Proven experience building strong customer and cross-functional relationships to resolve complex issues
- Exceptional critical thinking and problem-solving skills
- Ability to communicate complex technical issues clearly to customers and internal teams
- Ability to adapt rapidly to change and continuously learn
- Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience
Benefits
- Occasional holiday and weekend support on-call coverage, as needed
- Immigration and sponsorship support may be provided based on unique circumstances
- Reasonable accommodations for applicants with disabilities
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