About this role
Enterprises scaling AI deployments often face complex integration roadblocks, unexpected API failures, and production instability that require specialized technical intervention. OpenAI addresses this challenge through a dedicated post-AGI support team that guides strategic customers through high-impact technical issues while building the future of automated technical assistance. Individuals in this role collaborate directly with engineering, product, and go-to-market groups to isolate failure domains, analyze telemetry, and make customer workloads increasingly resilient over time.
Daily responsibilities involve managing critical incidents, investigating system behavior through logs, and turning recurring support pain points into scalable internal tooling and product feedback. Successful candidates bring extensive backgrounds in solutions engineering or technical support, combining hands-on debugging skills with clear communication capabilities to navigate ambiguous enterprise environments.
What you will do
- Work directly with Premium Support customers to troubleshoot complex technical issues including API failures and performance degradation.
- Analyze logs and system behavior to reproduce errors and isolate likely failure domains before escalating to Engineering.
- Own customer-specific responses to high-impact incidents by assessing severity and coordinating cross-functional responders.
- Develop a detailed understanding of customer architectures, integrations, and operational constraints to document context for internal teams.
- Partner with Go-to-Market and Technical Success teams to ensure commercial context informs prioritization without bypassing support processes.
- Identify emerging risks and recurring failure patterns by monitoring customer integrations and support trends.
- Translate customer pain into evidence-backed feedback for Product and Engineering to improve product reliability.
- Build scalable improvements from customer investigations including troubleshooting guides, monitoring, and AI-powered automation.
What you need
- Significant professional experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a related role involving complex production issues.
- Expert-level troubleshooting skills for resolving ambiguous technical problems across APIs, distributed systems, and cloud infrastructure.
- Hands-on experience working with logs, metrics, traces, API requests, and authentication flows to test hypotheses.
- Demonstrated experience leading customer-impacting incidents through technical coordination, root-cause analysis, and post-incident follow-through.
- Ability to write code or scripts using languages like Python or JavaScript to reproduce issues and automate repetitive work.
- Strong communication skills to explain complex technical concepts to engineers, business stakeholders, and senior leaders.
Benefits
- Offers Equity
Skills and tech stack
Questions candidates ask
Where is the role located?
The position is based in San Francisco.
What is the compensation range?
The salary ranges from $180K to $260K and includes equity offers.
Who are the customers for this team?
Customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.