About this role
This role addresses the need to build the initial support structure for a post-AGI product, focusing on ensuring exceptional customer adoption and experience. The Support Engineering team is central to this effort, working to resolve complex technical challenges for OpenAI's most strategic customers. This involves combining deep technical troubleshooting skills with a strong understanding of customer context to maximize product value and adoption.
The engineer will be responsible for working directly with Premium Support customers to tackle high-impact technical issues, such as API failures, integration challenges, and performance degradation. A key part of the work involves using system-level investigation techniques, including logs and telemetry, to isolate root causes and drive issues toward resolution.
Furthermore, this role requires a proactive approach to reliability. The engineer will anticipate future risks by monitoring integrations, identifying failure patterns, and working with customers and internal teams to implement preventative measures. The ultimate goal is to reduce the day-to-day support burden through better monitoring and automation.
What you will do
- Troubleshoot complex technical issues reported by Premium Support customers, including API failures and integration challenges.
- Provide end-to-end technical ownership by analyzing logs, reproducing errors, and isolating failure domains.
- Serve as a trusted expert on OpenAI’s products and systems, acting as a critical escalation point for strategic customers.
- Own the customer-specific response for high-impact incidents, coordinating cross-functional responders for resolution.
- Communicate clearly and proactively with customers, stakeholders, and internal partners during uncertain periods.
- Develop detailed understandings of customer architectures to document context for support, product, and engineering teams.
- Monitor customer integrations to identify emerging risks and recurring failure patterns.
- Prepare account-specific runbooks for launches and migrations, and lead incident reviews to track corrective actions.
What you need
- Demonstrated experience in deep technical troubleshooting of complex software issues is required.
- Proficiency in using logs, telemetry, and system-level investigation techniques to isolate technical causes is essential.
- A deep understanding of OpenAI’s infrastructure and products will be necessary to serve as a technical backstop.
- Ability to analyze customer-specific architectures and operational contexts to diagnose issues effectively.
- Experience in owning incident response, assessing severity, and coordinating complex resolution paths is necessary.
- Strong communication skills are required to articulate technical findings clearly to both technical and business stakeholders.
- The candidate must be able to translate recurring customer pain points into actionable feedback for Product and Engineering teams.
Nice to have
- Experience with automation tools
- Experience with runbook development
Benefits
- London, UK location
Skills and tech stack
Questions candidates ask
What is the remote policy for this role?
The posting indicates the role is based in London, UK. Specific details regarding remote work are not provided.
What is the compensation structure?
The posting does not specify the salary for this position.
What technologies are used in this role?
The primary tools mentioned for investigation include logs and telemetry. The role involves working with OpenAI’s infrastructure and products.
What is the team structure like?
The team works closely with Engineering, Product, Technical Success, and Go-to-Market teams.
What is the hiring process like?
The posting describes the responsibilities and requirements but does not detail the specific hiring process steps.