Dedicated Support Engineer - San Francisco

OpenAI
San Francisco
Workplace: HybridFull timeUSD 180,000 - 260,000 annuallyFunction: Product ManagementSkills: ["Communication","Stakeholder management","Problem-solving","Judgment","Relationship building","Teamwork"]

Serve as a trusted technical partner for OpenAI Premium Support customers, troubleshooting complex issues across APIs, integrations, authentication flows, and production incidents. Provide end-to-end ownership by analyzing logs/telemetry, reproducing errors, testing hypotheses, and isolating failure domains. Lead incident response and postmortem follow-through, improve reliability through runbooks and automation, and translate recurring customer pain into actionable feedback for Product and Engineering.

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FursaFursa
OpenAI
OpenAI
1 day ago

Dedicated Support Engineer - San Francisco

âś“ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 46 minutes agoStatus: Live

Job Summary

Serve as a trusted technical partner for OpenAI Premium Support customers, troubleshooting complex issues across APIs, integrations, authentication flows, and production incidents. Provide end-to-end ownership by analyzing logs/telemetry, reproducing errors, testing hypotheses, and isolating failure domains. Lead incident response and postmortem follow-through, improve reliability through runbooks and automation, and translate recurring customer pain into actionable feedback for Product and Engineering.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Troubleshoot Premium Support customers’ most complex technical issues, including API failures, integration challenges, authentication errors, unexpected behavior, performance degradation, and incidents.
  • •Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating likely failure domains.
  • •Serve as a critical escalation point and technical backstop for strategic customers, especially during high-impact incidents.
  • •Own customer-specific response during incidents: assess severity and business impact, initiate response paths, coordinate cross-functional responders, and ensure mitigation, resolution, and follow-through.
  • •Monitor integrations and support trends to identify emerging risks and readiness gaps, and build account-specific runbooks and preventive improvements.

Pay and Benefits

Salary: USD 180,000 - 260,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Significant experience in Support Engineering, Software Engineering, Site Reliability Engineering, or Technical Operations, with hands-on diagnosis of complex production issues.
  • •Expert troubleshooting skills to resolve ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • •Ability to work with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations to investigate system behavior.
  • •Experience leading or playing a central role in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, and root-cause analysis.
  • •Comfort writing code or scripts (e.g., Python or JavaScript) to reproduce issues and automate repetitive work.
Skills:CommunicationStakeholder managementProblem-solvingJudgmentRelationship buildingTeamwork
Tech Stack:PythonJavaScriptLogsTelemetryMetricsTracesAPI requests

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
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