Dedicated Support Engineer - San Francisco
OpenAI · San Francisco
About this role
**Dedicated Support Engineer - San Francisco** **About the Team** OpenAI's User Operations team ensures exceptional customer adoption and experience with AI products. You'll be part of the first post-AGI support team, resolving complex issues and supporting customers from startups to global enterprises. **About the Role** Work directly with Premium Support customers on novel, high-impact technical issues. You'll combine deep technical troubleshooting with proactive reliability work and clear ownership during critical moments. **Key Responsibilities** • Troubleshoot complex technical issues including API failures, integration challenges, authentication errors, and production incidents • Provide end-to-end technical ownership through log analysis, error reproduction, and hypothesis testing • Own customer-specific responses to high-impact incidents with cross-functional coordination • Develop detailed understanding of customer architectures and document context for teams • Monitor integrations to identify emerging risks and failure patterns • Prepare for launches, migrations, and traffic increases with account-specific runbooks • Lead incident reviews and translate customer pain into product feedback • Help shape Premium Support's operating model and tooling **You Might Thrive If You Have** • Significant experience in Support Engineering, SRE, or hands-on production issue diagnosis • Expert troubleshooting skills across APIs, distributed systems, and cloud infrastructure • Experience with logs, metrics, traces, and customer-provided code analysis • Track record leading customer-impacting incidents and post-incident follow-through • Coding ability (Python, JavaScript, or similar) for scripting and automation • Strong communication skills for technical and non-technical audiences • Ability to identify patterns and prevent recurring issues • Comfort with ambiguity and eagerness to learn • Team-first mindset and genuine desire to help customers succeed **About OpenAI** An AI research and deployment company dedicated to ensuring general-purpose AI benefits all of humanity. Equal opportunity employer committed to diversity and inclusion.
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