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OpenAI's User Operations team is building the first post-AGI support organization. The Support Engineering team delivers exceptional technical support to Premium Support customers, combining deep troubleshooting with proactive reliability work and clear ownership during critical moments.
In this role, you will serve as a trusted technical partner for OpenAI's most strategic customers, working directly on their most complex issues including API failures, integration challenges, authentication errors, performance degradation, and production incidents. You'll provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating failure domains. Where possible, you'll identify root causes before escalating to Engineering; otherwise, you'll provide clear hypotheses and evidence to accelerate investigation.
Beyond individual issue resolution, you'll use deep understanding of OpenAI's infrastructure and products alongside each customer's architecture to anticipate risk and make workloads more resilient. You'll proactively monitor integrations, identify emerging failure patterns and architectural breakpoints, and work with customers and internal teams to address them before they become incidents.
Key responsibilities include: owning customer-specific responses to high-impact incidents with severity assessment and cross-functional coordination; communicating clearly during uncertainty to technical teams, stakeholders, and executives; developing detailed understanding of customer architectures and documenting context for Support, Product, and Engineering teams; representing Support Engineering in customer meetings including QBRs; monitoring trends to identify emerging risks; preparing for launches and traffic increases with account-specific runbooks; leading incident reviews and postmortems; translating customer pain into evidence-backed feedback for Product and Engineering; and turning customer investigations into scalable improvements including troubleshooting guides, monitoring, tooling, and AI-powered automation.
You'll help shape the operating model, technical standards, and tooling for Premium Support as the function grows globally, and you'll be excited to use OpenAI's products and emerging AI capabilities to transform how technical support operates at scale.
REQUIREMENTS:
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or similar roles involving hands-on diagnosis of complex production issues
- Expert-level troubleshooting skills and strong track record resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations
- Comfort working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations
- Experience leading or playing central role in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through
- Ability to write code or scripts to reproduce issues, interrogate systems, automate work, and improve tools (Python, JavaScript, or similar languages valued)
- Strong communication skills for explaining complex technical issues to engineers, customer teams, business stakeholders, and senior leaders, especially with incomplete or evolving information
- Ability to build strong, high-trust relationships with customers and cross-functional partners while maintaining clear ownership boundaries
- Pattern recognition and systems-thinking mindset to prevent recurrence
- Comfort with ambiguity, ability to update quickly as information emerges, and willingness to learn as needed
- Humble, team-first mindset with strong judgment and genuine eagerness to help customers and colleagues succeed
