OpenAI
Dedicated Support Engineer - San Francisco
About this role
OpenAI seeks an experienced Support Engineer to serve as a trusted technical partner for Premium Support customers, combining deep troubleshooting expertise with proactive reliability work. You'll investigate complex production issues across APIs and distributed systems, own high-impact incidents, and drive preventative improvements that make customer workloads more resilient as they scale.
What you'll do
- Troubleshoot complex technical issues for Premium Support customers including API failures, integration challenges, authentication errors, and production incidents
- Perform end-to-end technical investigation using logs, telemetry, and system analysis to isolate root causes and escalate to Engineering with clear hypotheses when needed
- Own customer response to high-impact incidents, assessing severity, coordinating cross-functional teams, and ensuring clear communication throughout resolution
- Develop and maintain detailed understanding of each customer's architecture, integrations, and operational constraints to anticipate risks and improve resilience
- Represent Support Engineering in customer meetings including QBRs and partner with Go-to-Market teams on business context and prioritization
- Translate customer pain points into scalable improvements including troubleshooting guides, monitoring, tooling, and AI-powered automation
What they're looking for
- Support Engineering or Site Reliability Engineering experience
- Expert-level troubleshooting of complex production issues
- APIs, distributed systems, and cloud infrastructure knowledge
- Log analysis, metrics, traces, and telemetry interpretation
- Incident leadership and cross-functional coordination
- Technical writing and clear stakeholder communication
- Customer relationship management at enterprise level
- Systems-level investigation and hypothesis testing
Opens the application — the Jobs AI extension fills it for you. Set up autofill
Opens the official application on the employer’s site. No login required.
OpenAI
OpenAI builds AI infrastructure and products, including large-scale data center campuses for AI computing and generative AI applications for enterprise customers. The company is hiring civil engineers, project engineers, electrical design engineers, data center R&D engineers, and AI deployment engineers to expand its infrastructure capabilities and help customers deploy AI solutions.
View all jobs at OpenAILikely interview questions
- Walk us through a complex production incident you investigated—how did you isolate the root cause and what evidence did you use to accelerate resolution?
- Describe a time you identified a recurring pattern across customer issues and turned it into a scalable improvement. What was the impact?