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 9/24/2026full-timeSan Francisco • California • United StatesMid-LevelSenior💰 $180,000 - $260,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expert-level troubleshooting skills in complex technical environments, with a strong focus on API failures, distributed systems, and cloud infrastructure. Capable of leading incident responses, conducting root-cause analysis, and effectively communicating with technical and business stakeholders.

Highest-signal resume keywords

Expert-Level Troubleshooting SkillsAPI Integration ExperiencePython ProgrammingIncident ManagementStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot-Cause AnalysisAPI RequestsCloud InfrastructureLogs AnalysisMetrics MonitoringScriptingDistributed SystemsAuthentication FlowsTechnical Coordination

Soft Skills

Strong JudgmentTeam-First MindsetRelationship BuildingCommunication SkillsComfort in Ambiguity

Tools & Technologies

OpenAI ProductsInternal ToolingMonitoring ToolsAutomation ToolsSupport Workflows

Industry Keywords

Support EngineeringTechnical OperationsSite Reliability EngineeringCustomer Impacting IncidentsPost-Incident Follow-Through

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 to accelerate Engineering investigations
Serve as a trusted expert, critical escalation point, and technical backstop for strategic customers
Own customer-specific responses to high-impact incidents
Assess severity and business impact, initiate response paths, coordinate cross-functional responders, maintain ownership, and drive mitigation, resolution, and post-incident follow-through
Communicate proactively with customer technical teams, business stakeholders, executives, and internal partners
Develop and document customer architecture, integrations, dependencies, critical workloads, and operational constraints
Partner with Go-to-Market and Technical Success teams on workload importance, prioritization, and communication
Represent Support Engineering in customer meetings including QBRs
Monitor integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps
Prepare for launches, migrations, traffic increases, and business events through account-specific runbooks, escalation-path validation, support-readiness coordination, and heightened monitoring
Lead or contribute to incident reviews and postmortems and track corrective actions
Translate recurring customer pain into evidence-backed Product and Engineering feedback
Create scalable improvements including 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, Software Engineering, Site Reliability Engineering, Technical Operations, or another role involving hands-on diagnosis of complex production issues
Expert-level troubleshooting skills
Strong track record resolving ambiguous technical problems 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 playing a central role 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
Ability to identify patterns, improve systems, and prevent recurrence
Comfort working in ambiguity and learning 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
Authorization to work in the country where the job is located
Ability to work from the San Francisco office three days per week

Benefits

Comp & perks

Equity
Performance-related bonus(es) for eligible employees
Medical, dental, and vision insurance for you and your family
Employer contributions to Health Savings Accounts
Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
401(k) retirement plan with employer match
Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
Paid medical and caregiver leave (up to 8 weeks)
Flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
13+ paid company holidays
Multiple paid coordinated company office closures throughout the year for focus and recharge
Paid sick or safe time
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend
Daily meals in offices
Meal delivery credits as eligible
Relocation support for eligible employees
Charitable donation matching
Wellness stipends
Immigration and sponsorship support may be provided based on individual circumstances