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OpenAI's User Operations team is hiring an experienced AI Support Engineer to help resolve complex technical challenges for customers deploying AI at scale. This role sits at the intersection of customer support and technical engineering, working directly with enterprise and startup customers to troubleshoot API failures, integration issues, authentication errors, and production incidents.
You'll own end-to-end resolution of high-impact technical problems, including debugging logs, analyzing system behavior, and delivering expert guidance. Beyond reactive support, you'll partner with Engineering, Product, and Operations teams to identify systemic improvements, reduce recurring bugs, and scale solutions across the customer base. A key part of the role involves leveraging automation, Python scripting, and AI-powered workflows to transform how support operates—building what world-class post-AGI support looks like.
The position requires 8+ years in User Operations, Support Engineering, or similar technical roles, ideally in high-growth tech environments. You should be comfortable with emerging technologies (OpenAI API, ChatGPT, Codex) and have expert-level SaaS troubleshooting skills. Strong critical thinking, enterprise communication, and the ability to remain calm during high-stakes customer incidents are essential. You'll thrive in ambiguity, adapt rapidly to change, and bring a humble, team-first mindset.
Note: This is a standard 5x8 work week with one day covering weekend shifts (e.g., Tuesday–Saturday or Sunday–Thursday rotations). A Bachelor's degree in Computer Science or equivalent practical experience is required.
Compensation includes annual salary, generous equity, medical/dental/vision insurance, mental health support, 8% PRSA employer matching, unlimited time off, and a $1,500 USD annual learning & development stipend.
