Dedicated Support Engineer

OpenAI

. Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents .

Posted 10/2/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expert-level troubleshooting skills in Support Engineering, focusing on APIs, distributed systems, and cloud infrastructure. Capable of leading incident management processes, communicating effectively with stakeholders, and driving improvements in technical support operations.

Highest-signal resume keywords

Expert-Level Troubleshooting SkillsAPI Integration ExperiencePython ProgrammingIncident Management LeadershipCustomer Relationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot-Cause AnalysisLog AnalysisCode WritingSystem InterrogationAutomationPerformance MonitoringTechnical DocumentationIncident ReviewEvidence-Based Feedback

Soft Skills

Strong JudgmentTeam-First MindsetClear CommunicationRelationship BuildingAdaptability

Tools & Technologies

Cloud InfrastructureAPI RequestsMonitoring ToolsInternal ToolingAI-Powered Automation

Industry Keywords

Support EngineeringSolutions EngineeringSolutions ArchitectureCustomer Impacting IncidentsTechnical Coordination

Tech Stack

Tools & technologies

CloudDistributed SystemsJavaScriptPythonGo

About the role

Key responsibilities & impact

Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents
Analyze logs and system behavior, reproduce errors, test hypotheses, and isolate likely failure domains
Identify root causes or provide clear hypotheses and evidence for Engineering investigations
Serve as a trusted expert, critical escalation point, and technical backstop for strategic customers
Own customer-specific responses to high-impact incidents from severity assessment through mitigation, resolution, and post-incident follow-through
Coordinate cross-functional responders and communicate proactively with customer technical teams, business stakeholders, executives, and internal partners
Document customer architectures, integrations, dependencies, critical workloads, and operational constraints
Partner with Go-to-Market and Technical Success teams on customer workload priorities and communication
Represent Support Engineering in customer meetings, including QBRs, and communicate technical health, risks, blockers, and follow-up actions
Monitor customer integrations and support trends to identify emerging risks, recurring failures, and readiness gaps
Prepare account-specific runbooks, validate escalation paths, coordinate support readiness, and provide heightened monitoring for launches, migrations, traffic increases, and business events
Lead or contribute to incident reviews and postmortems and track corrective actions
Translate recurring customer pain into evidence-backed feedback for Product and Engineering
Create scalable improvements such as troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation
Help shape Premium Support’s operating model, technical standards, and tooling as the function grows globally

Requirements

What you’ll need

Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues
Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations
Experience with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations
Experience leading or centrally participating in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through
Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools
Experience with Python, JavaScript, or similar languages is valuable
Ability to communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders
Ability to build strong, high-trust relationships with customers and cross-functional partners while maintaining clear and scalable ownership boundaries
Ability to identify patterns, improve systems, and prevent recurring problems
Ability to thrive in ambiguity and learn as needed
Humble, team-first mindset, strong judgment, and eagerness to help customers and colleagues
Excitement about using OpenAI products, agents, and emerging AI capabilities to transform technical support
Ability to work from the London office three days per week
Authorization to work in the country where the job is located

Benefits

Comp & perks

Immigration and sponsorship support may be provided to new employees based on their unique circumstances
Reasonable accommodations for applicants with disabilities
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Equal opportunity employment