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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 novel, ambiguous, and high-impact technical issues. You'll combine deep technical troubleshooting with durable customer context, proactive reliability work, and clear ownership during critical moments.
Key responsibilities include:
- Work directly with Premium Support customers to troubleshoot complex technical issues including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
- Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating failure domains. Identify root causes where possible; where not, provide clear hypotheses and evidence to accelerate Engineering investigation.
- Become a trusted expert on OpenAI's products and systems, serving as a critical escalation point for strategic customers.
- Own customer-specific response to high-impact incidents, assessing severity and business impact, initiating appropriate response paths, coordinating cross-functional responders, and ensuring issues move through mitigation, resolution, and post-incident 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, critical workloads, and operational constraints; document and share this context with Support, Product, and Engineering teams.
- Partner with Go-to-Market and Technical Success teams to understand business importance of customer workloads and ensure commercial context informs severity, prioritization, and communication.
- Represent Support Engineering in customer meetings including QBRs; partner with account teams to communicate technical health, surface risks early, and provide proactive updates.
- Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become major escalations.
- Prepare for launches, migrations, traffic increases, and business events by developing account-specific runbooks, validating escalation paths, coordinating support readiness, and providing heightened monitoring.
- Lead or contribute to incident reviews and postmortems; identify opportunities to prevent recurrence and track corrective actions.
- Translate recurring customer pain into clear, evidence-backed feedback for Product and Engineering, focusing on improving reliability and performance.
- Turn learnings from customer investigations into scalable improvements including troubleshooting guides, monitoring, internal tooling, support 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.
- Comfort working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations to understand system behavior and test hypotheses.
- 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 repetitive work, and improve internal tools. Experience with Python, JavaScript, or similar languages is valuable.
- Strong communication skills for explaining complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders, especially when information is incomplete or evolving.
- Ability to build strong, high-trust relationships with customers and cross-functional partners while maintaining clear and scalable ownership boundaries.
- Ability to look beyond immediate issues to identify patterns, improve systems, and prevent recurrence.
- Comfort thriving in ambiguity, updating quickly as new information emerges, and willingness to learn 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.
