Dedicated Support Engineer
AI research and deployment company building and deploying frontier AI products, including ChatGPT, Codex, and its API platform.
Projects
About OpenAI
OpenAI’s mission is to ensure artificial general intelligence benefits all of humanity. It consists of the nonprofit OpenAI Foundation and OpenAI Group, a public benefit corporation governed by the Foundation.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide technical ownership for complex customer issues, investigating logs, telemetry, API behavior, and integrations to drive resolution. You will lead customer incident responses, monitor risks, prepare for critical events, document customer context, and turn recurring problems into scalable support improvements.
Requirements
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or complex production diagnosis
- Expert troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations
- Experience with logs, metrics, traces, API requests, authentication flows, and customer configurations
- Incident management, severity assessment, technical coordination, root-cause analysis, and post-incident follow-through
- Ability to write code or scripts for reproduction, investigation, automation, and internal tooling
- Python, JavaScript, or similar programming-language experience
- Technical communication and customer stakeholder management
- Experience using AI and automation for technical support
Responsibilities
- Troubleshoot complex customer issues involving APIs, integrations, authentication, product behavior, performance, and incidents
- Analyze logs and system behavior, reproduce errors, test hypotheses, and isolate failure domains
- Lead customer-specific responses to high-impact incidents
- Communicate technical updates to customers, stakeholders, executives, and internal partners
- Document customer architectures, integrations, dependencies, workloads, and constraints
- Monitor integrations and support trends to identify risks and recurring failures
- Prepare account-specific runbooks and support readiness for launches, migrations, and traffic increases
- Lead or contribute to incident reviews and postmortems
- Provide evidence-backed product and engineering feedback
- Create troubleshooting guides, monitoring, tooling, workflows, and AI-powered automation