[Hiring] Senior Support Engineer @OpenAI

Role Description

We are looking for a Senior Support Engineer to collaborate directly with our strategic enterprise accounts and product teams, helping solve some of the most difficult problems faced by our Customers. You will be part of the best technical troubleshooting team at OpenAI, and our Customers and Engineering teams will look to you for technical guidance in addressing the most technically difficult issues in our environment.

The nature of this role will be low volume, high difficulty. This role is based remotely in Toronto, Canada.

In this role, you will:

• Be among the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team.
• Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies.
• Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues in real time.
• In partnership with engineering, contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates.
• Design and refine incident response processes and documentation across strategic customers, engineering and support teams.
• Analyze operational metrics and incident RCAs to identify areas for improvement.
• Provide support coverage during holidays and weekends based on business needs.

Qualifications

• Have a Bachelor’s degree in Computer Science or a related field.
• Have 8+ years of experience in technical operations roles such as SRE/NOC.
• Have deep familiarity with modern monitoring, alerting, and observability practices.
• Have proven experience leading incident response for high-severity outages or service disruptions.
• Have strong skills in scripting or software engineering (e.g., Python or similar).
• Have solid understanding of cloud infrastructure and distributed systems fundamentals.
• Are effective at working cross-functionally in a high-trust environment.

Requirements

• A strong software engineering foundation is important for this role’s success.
• A strong track record of troubleshooting complex technical problems at the systems level.
• Hands-on experience setting up or managing metrics, logging, and tracing for distributed systems.
• Able to perform real-time incident coordination, root cause analysis, and drive follow-ups.
• Knowledge of industry best practices for incident management and fault diagnosis.
• Comfortable working with cloud services, load balancers, databases, and containerized applications.
• Strong communication skills to explain technical issues and resolutions to both engineering and non-technical stakeholders.

Company Description

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products.

• AI is an extremely powerful tool that must be created with safety and human needs at its core.
• We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.