SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
OpenAI's Technical Support team is seeking a Senior Support Engineer to work with strategic enterprise customers and internal product teams on complex, mission-critical issues. This is a low-volume, high-difficulty role focused on technical troubleshooting and operational excellence for the OpenAI API platform.
You will serve as a foremost technical expert and last line of defense before the core Engineering team, working on some of the most difficult problems faced by OpenAI's customers. Key responsibilities include designing and running operational processes to monitor top strategic customers with 24x7 response coverage, proactively identifying opportunities to scale support operations through automation and AI technologies, configuring advanced monitoring and alerting workflows to detect customer-impacting issues in real time, and partnering with engineering on reliability reviews and operational readiness for new features and launches.
You will analyze operational metrics and incident root cause analyses to identify improvement areas, refine incident response processes and documentation, and provide support coverage during holidays and weekends as needed. This role requires strong cross-functional collaboration with Infrastructure, Engineering, and Product teams to deliver exceptional customer experiences at scale.
Ideal candidates have 8+ years in technical operations roles (SRE, NOC, or similar), deep familiarity with modern monitoring and observability practices (SLIs/SLOs, metrics, logging, tracing), proven experience leading incident response for high-severity outages, strong scripting/software engineering skills (Python or similar), solid understanding of cloud infrastructure and distributed systems, and excellent cross-functional communication abilities. A Bachelor's degree in Computer Science or related field is required.
