AI Support Engineer - San Francisco (Weekend Shift)

About this role

OpenAI seeks an experienced AI Support Engineer to join their User Operations team in San Francisco, handling complex customer issues and building scalable support processes for AI products. This weekend-shift position involves direct customer engagement, cross-functional collaboration, and leveraging AI tools to improve support operations.

What you'll do

• Resolve complex technical issues for customers through tickets and Slack, providing expert guidance on OpenAI products
• Partner with Engineering, Product, and Sales teams to drive bug fixes, feature improvements, and customer feedback integration
• Develop scripts and automation using Python or similar languages to streamline recurring support tasks
• Scale support operations by identifying patterns from customer issues and building repeatable solutions
• Provide on-call coverage including weekend and holiday shifts as part of a 5-day work week
• Mentor team members and foster a collaborative support culture

What they're looking for

• 8+ years in user operations, technical support, or support engineering
• Expert SaaS troubleshooting and rapid technology comprehension
• Python scripting and emerging AI tool proficiency (ChatGPT, OpenAI API, Codex)
• Critical thinking and root cause analysis
• Technical communication and customer relationship building
• Cross-functional collaboration and problem-solving
• Ability to thrive in ambiguity and manage multiple priorities
• Bachelor's in Computer Science or equivalent technical experience (preferred)

Benefits

• Hybrid work model with 3 days per week in San Francisco office
• Relocation assistance for new employees
• Opportunity to build industry-leading support infrastructure
• Access to cutting-edge AI technology and products
• Collaborative environment with cross-functional teams
• High-impact role shaping the future of AI customer support