Senior Support Engineer

Skills

About the Role

You will be a top technical troubleshooting expert for the OpenAI API platform, working directly with strategic enterprise customers and engineering teams. You will set up monitoring and alerting, lead incident response, improve support workflows through automation, and analyze operational metrics and RCAs. The role is low volume and high difficulty, with weekend and holiday coverage as business needs require.

Requirements

• Bachelor's degree in Computer Science or related field
• 8+ years in technical operations roles such as SRE/NOC
• Deep familiarity with monitoring, alerting, and observability
• Proven experience leading incident response for high-severity outages
• Strong scripting or software engineering skills (e.g., Python)
• Solid understanding of cloud infrastructure and distributed systems
• Strong cross-functional communication skills

Responsibilities

• Act as a leading technical troubleshooting expert for the API platform
• Identify and implement opportunities to scale support through automation and AI
• Configure advanced monitoring and alerting workflows to detect customer-impacting issues
• Contribute to reliability reviews and operational readiness for launches and changes
• Design and refine incident response processes and documentation
• Analyze operational metrics and incident RCAs and implement improvements
• Provide support coverage during holidays and weekends as needed

Benefits

• Equity
• Medical, dental, and vision insurance for you and your family
• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
• Paid time off: 20 days per calendar year
• 12+ paid company holidays and paid company office closures
• Paid sick time