SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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 work directly with OpenAI's most strategic customers to resolve complex technical 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 their 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; assessing severity and business impact; coordinating cross-functional responders; communicating clearly during uncertainty; developing detailed understanding of customer architectures and dependencies; partnering with Go-to-Market and Technical Success teams; representing Support Engineering in customer meetings including QBRs; monitoring integrations to identify emerging risks; preparing for launches and traffic increases; leading incident reviews and postmortems; translating customer pain into evidence-backed feedback for Product and Engineering; and helping shape the operating model and tooling for Premium Support as it grows globally.
You'll use automation, agents, and OpenAI's own technology to help build the future of technical support, turning customer investigations into scalable improvements including troubleshooting guides, monitoring, internal tooling, and AI-powered automation.
Requirements:
- Significant experience in Support Engineering, Software Engineering, Site Reliability Engineering, Technical Operations, 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 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, and automate work (Python, JavaScript, or similar languages valued)
- Strong communication skills for explaining complex technical issues to engineers, customer teams, business stakeholders, and senior leaders
- Ability to build strong, high-trust relationships with customers and cross-functional partners while maintaining clear ownership boundaries
- Capacity to identify patterns, improve systems, and prevent recurring problems
- Comfort thriving in ambiguity, updating quickly as information emerges, and learning whatever is 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
