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OpenAI's User Operations team is building the first post-AGI support organization. The Support Engineering team works closely with Engineering, Product, Technical Success, and Go-to-Market teams to deliver exceptional experiences for Premium Support customers.
In this role, you will serve as a trusted technical partner for OpenAI's most strategic customers, handling their most complex and novel technical issues. You'll combine deep troubleshooting with proactive reliability work and clear ownership during critical moments.
Key responsibilities include:
- Work directly with Premium Support customers on complex technical issues including API failures, integration challenges, authentication errors, performance degradation, and production incidents.
- Provide end-to-end technical ownership by analyzing logs, reproducing errors, testing hypotheses, and isolating failure domains. Identify root causes where possible; provide clear hypotheses and evidence for Engineering escalation when needed.
- Become a trusted expert on OpenAI's products and systems, serving as a critical escalation point for strategic customers.
- Own customer-specific responses to high-impact incidents, assessing severity, initiating appropriate response paths, coordinating cross-functional responders, and ensuring clear follow-through.
- Communicate clearly and proactively during uncertainty, providing accurate updates to customer technical teams, business stakeholders, executives, and internal partners.
- Develop detailed understanding of each customer's architecture, integrations, dependencies, and operational constraints; document and share this context across teams.
- Partner with Go-to-Market and Technical Success to understand business importance of customer workloads and inform severity and prioritization decisions.
- Represent Support Engineering in customer meetings including QBRs; communicate technical health and surface risks early.
- Monitor customer integrations and support trends to identify emerging risks and failure patterns before they escalate.
- Prepare for launches, migrations, traffic increases, and business events by developing runbooks, validating escalation paths, and coordinating support readiness.
- Lead or contribute to incident reviews and postmortems; identify prevention opportunities and track corrective actions.
- Translate recurring customer pain into evidence-backed feedback for Product and Engineering, focusing on reliability and performance improvements.
- Turn customer investigation learnings into scalable improvements including troubleshooting guides, monitoring, tooling, workflows, and AI-powered automation.
- 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 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.
- 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, 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 internal tools. Python, JavaScript, or similar languages valued.
- Strong communication skills for explaining complex technical issues to engineers, customer technical 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.
- Ability to look beyond immediate issues to identify patterns, improve systems, and prevent recurrence.
- Comfort with ambiguity; ability to update quickly as new information emerges and willingness to learn what's needed.
- Humble, team-first mindset with strong judgment and genuine eagerness to help customers and colleagues succeed.
- Excitement about using OpenAI's products, agents, and emerging AI capabilities to transform technical support at scale.
