Dedicated Support Engineer - Toronto

OpenAI
Ontario
Workplace: RemoteFull timeFunction: Product ManagementSkills: ["Technical troubleshooting","Incident management","Clear communication","Cross-functional coordination","Problem-solving"]

Serve as a trusted technical partner for Premium Support customers, troubleshooting complex issues across APIs, integrations, authentication, and production incidents. Combine deep logs/telemetry investigation with proactive reliability work—monitoring for emerging failure patterns, building runbooks and automation, and driving post-incident follow-through. Coordinate cross-functional responders, communicate clearly during uncertainty, and translate recurring customer problems into evidence-backed feedback and scalable support improvements.

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FursaFursa
OpenAI
OpenAI
2 days ago

Dedicated Support Engineer - Toronto

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Serve as a trusted technical partner for Premium Support customers, troubleshooting complex issues across APIs, integrations, authentication, and production incidents. Combine deep logs/telemetry investigation with proactive reliability work—monitoring for emerging failure patterns, building runbooks and automation, and driving post-incident follow-through. Coordinate cross-functional responders, communicate clearly during uncertainty, and translate recurring customer problems into evidence-backed feedback and scalable support improvements.
Location: Ontario
Workplace: Remote
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Work directly with Premium Support customers to troubleshoot high-impact technical issues, including API failures, integration challenges, authentication errors, and performance degradation.
  • •Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating the likely failure domain.
  • •Serve as a critical escalation point during incidents by assessing severity and business impact, coordinating cross-functional responders, maintaining ownership, and ensuring follow-through.
  • •Proactively monitor integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become major escalations.
  • •Translate customer pain into evidence-backed feedback for Product and Engineering, and turn learnings into scalable improvements such as runbooks, monitoring, internal tooling, and AI-powered automation.

Key Requirements

  • •Significant experience in support engineering, solutions engineering, or solutions architecture with hands-on diagnosis of complex production issues.
  • •Expert troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations, including isolating ambiguous failures.
  • •Comfort working with logs, metrics, traces, telemetry, API requests, authentication flows, and customer-provided code/configurations.
  • •Experience leading or playing a central role in customer-impacting incidents, including severity assessment, coordination, stakeholder communication, root-cause analysis, and follow-through.
  • •Ability to write code or scripts to reproduce issues and automate troubleshooting; Python or JavaScript experience is valuable.
Experience:Support engineeringSolutions engineeringDistributed systemsCloud infrastructureEnterprise integrations
Skills:Technical troubleshootingIncident managementClear communicationCross-functional coordinationProblem-solving
Tech Stack:PythonJavaScript

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALL·E) and AI infrastructure, providing APIs and consumer products to accelerate safe AGI for broad benefit.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Hectocorn (USD 100B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 4.4
WebsiteLinkedInGlassdoor