AI Support Engineer - Toronto

OpenAI
Toronto, Ontario
Workplace: RemoteFull timeFunction: Data Science & Machine LearningExperience: 8+ yearsEducation: bachelorsSkills: ["Critical thinking","Problem-solving","Communication","Cross-functional collaboration","Customer focus"]

Join the User Operations team to troubleshoot and resolve complex, often ambiguous technical issues for customers via support tickets and live calls. Own end-to-end debugging of API failures, integrations, authentication errors, and production incidents while becoming a trusted expert on OpenAI products. Partner with Engineering and Product to prevent recurring issues, improve tooling with scripting and AI automation, and help define world-class post-AGI support.

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FursaFursa
OpenAI
OpenAI
3 days ago

AI Support Engineer - Toronto

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Join the User Operations team to troubleshoot and resolve complex, often ambiguous technical issues for customers via support tickets and live calls. Own end-to-end debugging of API failures, integrations, authentication errors, and production incidents while becoming a trusted expert on OpenAI products. Partner with Engineering and Product to prevent recurring issues, improve tooling with scripting and AI automation, and help define world-class post-AGI support.
Location: Toronto, Ontario
Workplace: Remote
Employment Type: Full time
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Work directly with customers to troubleshoot and resolve complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
  • •Provide end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.
  • •Serve as a critical escalation point and escalation line of defense for complex issues, partnering with customers and Engineering to troubleshoot, resolve, and prevent recurrences.
  • •Improve support operations by leveraging scripting and emerging AI capabilities to enhance internal tooling and automate workflows.
  • •Drive operational excellence by identifying opportunities for automation and AI-powered workflows, increasing efficiency and elevating the customer experience.

Key Requirements

  • •8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles in fast-paced environments.
  • •Comfort scripting/engineering code for automation and tool integration (e.g., Python).
  • •Expert-level SaaS troubleshooting skills and the ability to rapidly learn new technologies and complex concepts.
  • •Polished enterprise communication skills and calm delivery during live incident calls.
  • •Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
Experience:8+ years
Education:Bachelor's in Computer Science
Skills:Critical thinkingProblem-solvingCommunicationCross-functional collaborationCustomer focus
Tech Stack:PythonOpenAI APICodexChatGPTAPI failuresAuthentication errorsProduction incidents

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