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.
About the role
- Senior Support Engineer troubleshooting OpenAI API infrastructure for strategic enterprise customers. Designing observability, incident response, and automation processes for reliable AI deployments.
Responsibilities
- 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
Requirements
- Bachelor’s degree in Computer Science or a related field
- 8+ years of experience in technical operations roles such as SRE/NOC
- Experience designing monitoring systems and resolving production issues in fast-paced, mission-critical environments
- Strong track record troubleshooting complex technical problems at the systems level
- Deep familiarity with monitoring, alerting, and observability practices
- Hands-on experience with metrics, logging, and tracing for distributed systems, including SLIs/SLOs, alert tuning, and dashboard creation
- Experience leading incident response for high-severity outages or service disruptions
- Ability to coordinate incidents in real time, perform root cause analysis, and drive post-mortems and action items
- Knowledge of industry best practices for incident management and fault diagnosis
- Strong scripting or software engineering skills, such as Python or similar
- Understanding of cloud infrastructure and distributed systems fundamentals
- Familiarity with cloud services, load balancers, databases, and containerized applications
- Ability to work cross-functionally and explain technical issues to engineering and non-technical stakeholders
- Ability to provide support coverage during holidays and weekends based on business needs
Benefits
- Remote work arrangement
- Reasonable accommodations for applicants with disabilities
- Immigration and sponsorship support may be provided based on individual circumstances
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