Dedicated Support Engineer

About the role

The Support Engineering team works closely with internal teams to deliver an exceptional experience for our most strategic customers. You will combine deep technical troubleshooting with durable customer context, proactive reliability work, and clear ownership during critical moments. You will use automation and our own technology to help build the future of technical support.

Responsibilities

• Work directly with Premium Support customers to troubleshoot their most 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.
• Own the customer-specific response to high-impact incidents, including assessing severity, coordinating cross-functional responders, and maintaining clear ownership.
• Develop 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 ensure that relevant commercial context informs severity, prioritization, and communication.
• Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become major escalations.
• Translate recurring customer pain into clear, evidence-backed feedback for Product and Engineering to improve the reliability and performance of existing products.

Required skills

• User Operations
• Technical troubleshooting
• API
• Distributed systems
• Cloud infrastructure
• Enterprise integrations
• Log analysis
• Incident management

Nice to have

• Python
• JavaScript

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.