Dedicated Support Engineer (Premium Support)

About the role

OpenAI’s User Operations team is building the first post‑AGI support function. As a Dedicated Support Engineer you will work with Premium Support customers to troubleshoot complex technical issues and help them get the most value from OpenAI’s products.

Key responsibilities

• Diagnose and resolve API failures, integration challenges, authentication errors, performance degradation and production incidents for strategic customers.
• Provide end‑to‑end technical ownership by analysing logs, reproducing issues, testing hypotheses and escalating with clear evidence when needed.
• Develop deep knowledge of each customer’s architecture, create runbooks, monitoring and automation to reduce future support effort.
• Lead incident response, assess severity, coordinate cross‑functional teams and ensure clear communication throughout the lifecycle.
• Translate recurring customer pain into actionable feedback for Product and Engineering to improve reliability.

Required profile

• Significant experience in Support Engineering, Solutions Engineering or similar roles handling production issues.
• Proven ability to troubleshoot ambiguous problems across APIs, distributed systems and cloud environments.
• Comfort with logs, metrics, traces, authentication flows and customer‑provided code or configurations.
• Experience leading incident response, root‑cause analysis and post‑mortem activities.

Required skills

• Python
• JavaScript
• API troubleshooting
• Logs and metrics analysis
• Tracing and authentication flow analysis
• Distributed systems knowledge
• Cloud infrastructure familiarity
• Scripting for automation