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 OpenAI platform, API, integration, and production issues for customers. Automating support workflows and partnering with Engineering, Product, and Operations remotely in Ontario.
Responsibilities
- 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
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles
- Experience ideally within high-growth tech startups or other fast-paced environments
- Comfortable using emerging technologies such as Codex, ChatGPT, and OpenAI API to script or engineer code, e.g. Python
- Expert-level SaaS troubleshooting skills
- Ability to rapidly understand new technologies and complex concepts
- Polished enterprise communication
- Ability to remain calm with high-stakes customers during live incident calls
- Proven experience building strong relationships with customers and cross-functional partners to resolve complex issues
- Exceptional critical thinking and problem-solving skills
- Ability to clearly communicate complex technical issues to customers and internal teams
- Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and seek growth opportunities
- Humble, team-first mindset and eagerness to help teammates and customers
- Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience
- Ability to work a standard 5x8 work week with one day covering weekend shifts each week
- Authorization to work in Canada
Benefits
- Occasional holiday and weekend support on-call coverage, as needed
- Reasonable accommodations for applicants with disabilities
- Immigration and sponsorship support may be provided based on individual circumstances
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