AI Support Engineer - San Francisco

Location

San Francisco, California, United States

Employment Type

Full time

Compensation

• $180K – $260K • Offers Equity

About the Position

Join OpenAI as an AI Support Engineer in San Francisco, where you'll troubleshoot complex technical issues and help define world-class support in an AGI-driven future.

Responsibilities

• Work directly with customers to troubleshoot and resolve their most complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
• Become a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
• Serve as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems.
• Drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
• Provide occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.

Requirements

• 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
• Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication and calm demeanor with high-stakes customers during live incident calls.
• Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
• Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
• Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

We Offer

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit).
• 401(k) retirement plan with employer match.
• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks).
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law).
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend to fuel your professional growth.
• Daily meals in our offices, and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering, and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

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, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

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.