Dedicated Support Engineer

About the role

The Support Engineering team works closely with Engineering, Product, and Go-to-Market teams to deliver an exceptional experience for strategic customers. You will serve as a trusted partner, resolving complex technical issues, anticipating risks, and improving workload resilience through deep technical troubleshooting and proactive monitoring. The role involves using automation and AI-powered tools to transform technical support and ensure customer success at scale.

Responsibilities

• Work directly with Premium Support customers to troubleshoot complex technical issues including API failures, integration challenges, and performance degradation.
• Provide end-to-end technical ownership by analyzing logs, reproducing errors, and isolating failure domains.
• Own the customer-specific response to high-impact incidents, coordinating cross-functional responders and maintaining clear communication.
• Develop a detailed understanding of customer architecture, integrations, and operational constraints to anticipate risks.
• Partner with Go-to-Market and Technical Success teams to represent Support Engineering in customer meetings and surface technical health risks.
• Monitor customer integrations to identify emerging failure patterns and address them before they become major escalations.
• Translate customer pain points into evidence-backed feedback for Product and Engineering to improve product reliability.

Required skills

• Technical troubleshooting
• API
• Distributed systems
• Cloud infrastructure
• Enterprise integrations
• Python
• JavaScript
• Log analysis
• Incident management

About the Company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company pushes the boundaries of AI capabilities and seeks to safely deploy them to the world through its products.