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About the Role

The Support Engineering team partners closely with Engineering, Product, Technical Success, and Go-to-Market teams to deliver an exceptional experience for strategic customers. This role involves deep technical troubleshooting, customer context, proactive reliability work, and ownership during critical moments, utilizing automation and internal technology to build the future of technical support. You will serve as a trusted support partner for Premium Support customers, working directly on novel, ambiguous, and high-impact technical issues. Success is measured by decreasing day-to-day support effort through improved monitoring, runbooks, automation, and preventative improvements as customer workloads mature and scale.

Responsibilities

Work directly with Premium Support customers to troubleshoot complex technical issues, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating the likely failure domain.
Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and technical backstop for strategic customers.
Own the customer-specific response to high-impact incidents, assessing severity, coordinating cross-functional responders, and ensuring issues move through resolution.
Communicate clearly and proactively during uncertainty, providing accurate updates to customer technical teams, business stakeholders, executives, and internal partners.
Develop and document a detailed understanding of each customer’s architecture, integrations, dependencies, critical workloads, and operational constraints.
Partner with Go-to-Market and Technical Success teams to understand business importance and inform prioritization and communication.
Represent Support Engineering in customer meetings, coordinating follow-up and providing proactive updates.
Monitor customer integrations and support trends to identify emerging risks and recurring failure patterns.
Prepare for important customer events by developing account-specific runbooks, validating escalation paths, and coordinating support readiness.
Lead or contribute to incident reviews and postmortems, identifying opportunities to prevent recurrence and tracking corrective actions.
Translate recurring customer pain into clear, evidence-backed feedback for Product and Engineering to improve reliability and performance.
Turn learnings from customer investigations into scalable improvements, including troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation.
Help shape the operating model, technical standards, and tooling for Premium Support.

Requirements

Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a similar role involving hands-on diagnosis of complex production issues.
Expert-level troubleshooting skills with a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
Comfort working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations.
Experience leading or playing a central role 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.
Ability to communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders.
Ability to build strong, high-trust relationships with customers and cross-functional partners.
Ability to look beyond the immediate issue to identify patterns, improve the system, and prevent recurrence.
Ability to thrive in ambiguity, update quickly as new information emerges, and learn whatever is needed.
Humble, team-first mindset, strong judgment, and a genuine eagerness to help customers and colleagues succeed.
Excitement to use OpenAI’s products, agents, and emerging AI capabilities to transform technical support.

Skills

Troubleshooting complex technical issues
API failures
Integration challenges
Authentication errors
Product behavior analysis
Performance degradation analysis
Production incident response
Log analysis
System behavior analysis
Error reproduction
Hypothesis testing
Root cause analysis
Technical communication
Customer relationship management
Pattern identification
System improvement
Incident management
Postmortem analysis
Feedback translation
Scalable improvement development
Troubleshooting guides
Monitoring
Internal tooling development
Support workflow optimization
AI-powered automation
Python
JavaScript

Location

Remote

Work Type

Full-time

Experience Level

Experienced

About the Company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.
We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products.
AI is an extremely powerful tool that must be created with safety and human needs at its core.
We must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
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.

Equal Opportunity

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates.
For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information.
In addition, job duties require access to secure and protected information technology systems and related data security obligations.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.