About this role
Troubleshooting API failures, authentication errors, and performance degradation forms the core daily work for the Dedicated Support Engineer at OpenAI. The User Operations team builds post-AGI support infrastructure to guide strategic customers through AI adoption, partnering closely with Engineering, Product, and Go-to-Market teams. The role exists to provide deep technical investigations, manage critical production incidents, and anticipate architectural risks before they affect enterprise operations.
Candidates who succeed here combine systems-level debugging skills with customer empathy and a desire to automate repetitive support workflows. The position is based in Toronto, operating remotely at present with an expected future transition to an in-office arrangement.
What you will do
- Work directly with Premium Support customers to troubleshoot complex technical issues such as API failures, integration challenges, and production incidents.
- Analyze logs and system behavior, reproduce errors, test hypotheses, and isolate likely failure domains before escalating to Engineering.
- Own customer-specific responses to high-impact incidents by assessing severity, coordinating cross-functional responders, and managing post-incident follow-through.
- Develop a detailed understanding of customer architecture and operational constraints to document context for Support, Product, and Engineering teams.
- Participate in customer meetings like QBRs to communicate technical health, surface risks, and coordinate follow-up actions.
- Translate recurring customer pain into evidence-backed feedback for Product and Engineering to improve existing product reliability and performance.
- Build scalable improvements such as troubleshooting guides, internal tooling, support workflows, and AI-powered automation.
What you need
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a related role involving hands-on diagnosis of complex production issues.
- Expert-level troubleshooting skills with a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
- Comfort working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations.
- Experience leading or playing a central role in customer-impacting incidents, including technical coordination, root-cause analysis, and stakeholder communication.
- Ability to write code or scripts to reproduce issues, interrogate systems, and automate repetitive work using languages like Python or JavaScript.
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
The Toronto-based role is currently remote and is expected to transition to an in-office arrangement.
What kind of customers will I be working with?
You will work directly with Premium Support customers, representing a range of diverse backgrounds and maturity from early-stage startups to established global enterprises.
What teams will I collaborate with internally?
You will work closely with Engineering, Product, Technical Success, Sales, Go-to-Market, and other internal teams.