AI Support Engineer - San Francisco

About this role

OpenAI seeks an experienced AI Support Engineer to join its User Operations team in San Francisco, resolving complex customer issues and building the next-generation support infrastructure. You'll troubleshoot technical problems, partner with cross-functional teams, and leverage AI capabilities to scale support operations while working hybrid (3 days/week in office).

What you'll do

• Resolve complex customer issues via support tickets and Slack, providing technical guidance and platform expertise
• Partner with Engineering and Product teams to identify root causes and drive feature improvements
• Develop scripts and automation tools using Python and AI capabilities to improve operational efficiency
• Create scalable solutions from individual customer issues to benefit the broader support organization
• Provide on-call support coverage during evenings, weekends, and holidays as needed
• Foster team culture and mentor colleagues in the User Operations group

What they're looking for

• 8+ years user operations, technical support, or support engineering experience
• SaaS troubleshooting and rapid technology adoption
• Python scripting and familiarity with emerging AI tools (ChatGPT, Codex, OpenAI API)
• Critical thinking and root cause analysis
• Cross-functional collaboration and customer relationship management
• Ability to thrive in ambiguous, fast-paced environments
• Technical communication and complex problem explanation
• Context switching and multi-project ownership

Benefits

• Hybrid work model (3 days per week in office)
• Relocation assistance provided
• Work with cutting-edge AI products and technology
• Opportunity to shape support operations at scale
• Cross-functional collaboration with Product and Engineering teams