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OpenAI's User Operations team is building the first post-AGI support organization, and this role sits at the center of that mission. As an AI Support Engineer, you'll work directly with enterprise and startup customers to troubleshoot and resolve complex technical issues—API failures, integration challenges, authentication errors, and production incidents. You'll provide end-to-end ownership, debugging logs, analyzing system behavior, and delivering expert guidance to customers operating at massive scale.
Beyond ticket resolution, you'll serve as a trusted expert on OpenAI's products and platform, becoming a go-to resource for complex technical problems. You'll act as a critical escalation point, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring issues. Leveraging scripting, Python, and emerging AI capabilities, you'll improve internal tooling and automate operational workflows.
You'll take learnings from customer issues and partner with Product and Go-To-Market teams to scale solutions across the support organization. A key part of the role is driving operational excellence by identifying automation opportunities and implementing AI-powered workflows that increase team efficiency and elevate the overall support experience.
The ideal candidate has 8+ years in User Operations, Support Engineering, or similar technical roles, ideally in high-growth tech startups. You're comfortable with emerging technologies (Codex, ChatGPT, OpenAI API) and can script in Python to automate tasks. You have expert-level SaaS troubleshooting skills, polished enterprise communication, and thrive during high-stakes customer incidents. You build strong relationships with customers and cross-functional partners, think critically about complex problems, and communicate clearly to both technical and non-technical audiences. You adapt rapidly to change, learn continuously, and bring a humble, team-first mindset. A bachelor's degree in Computer Science, Computer Engineering, or equivalent practical experience is required. Occasional on-call coverage for holidays and weekends is expected.
