About the Position

Dedicated Support Engineer - San Francisco

San Francisco

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 Role

The Support Engineering team works closely with Engineering, Product, Technical Success, Go-to-Market, and other teams to deliver an exceptional experience for our most strategic customers. We combine deep technical troubleshooting with durable customer context, proactive reliability work, and clear ownership during critical moments. We use automation, agents, and our own technology to help build the future of technical support.

We’re looking for experienced, deeply curious technical problem-solvers to serve as trusted support partners for our Premium Support customers. You’ll work directly with customers on novel, ambiguous, and high-impact technical issues, using logs, telemetry, reproduction, and systems-level investigation to isolate causes and drive issues toward resolution.

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.
Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and a technical backstop for our most strategic customers.
Own the customer-specific response to high-impact incidents.
Communicate clearly and proactively during periods of uncertainty.
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.
Represent Support Engineering in relevant customer meetings and partner closely with account teams.
Monitor customer integrations and support trends to identify emerging risks and recurring failure patterns.
Prepare for important launches, migrations, traffic increases, and business events.
Lead or contribute to incident reviews and postmortems.
Translate recurring customer pain into clear, evidence-backed feedback for Product and Engineering.
Turn what you learn from customer investigations into scalable improvements.
Help shape the operating model, technical standards, and tooling for Premium Support as the function grows globally.

Requirements

Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues.
Expert-level troubleshooting skills and a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
Comfortable working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations.
Experience leading or playing a central role in customer-impacting incidents.
Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools.
Strong communication skills to explain complex technical issues clearly to various stakeholders.
Ability to build strong, high-trust relationships with customers and cross-functional partners.
Look beyond the immediate issue to identify patterns, improve the system, and prevent the same problem from recurring.
Thrive in ambiguity, update quickly as new information emerges, and are willing to learn whatever is needed to get the job done.
Humble, team-first mindset, strong judgment, and a genuine eagerness to help both customers and colleagues succeed.
Excited to use OpenAI’s products, agents, and emerging AI capabilities to transform how technical support operates at scale.

Nice to Have

Experience with Python, JavaScript, or similar languages.
Strong background in automation and incident management.

We Offer

Opportunity to work with cutting-edge AI technology.
Collaborative and innovative work environment.
Competitive compensation package.
Comprehensive benefits.

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.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates.

To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form. No response will be provided to inquiries unrelated to job posting compliance.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.

Dedicated Support Engineer - San Francisco

Job description