4 days ago
Remote, CanadaSenior
Responsibilities
- Troubleshoot complex customer issues involving APIs, integrations, authentication, unexpected product behavior, performance degradation, and production incidents.
- Analyze logs and system behavior, reproduce errors, test hypotheses, isolate failure domains, and provide evidence for Engineering escalations.
- Own customer-specific responses to high-impact incidents through severity assessment, coordination, mitigation, resolution, and follow-through.
- Communicate technical status and risks clearly to customers, executives, internal teams, and cross-functional stakeholders.
- Document customer architectures, integrations, dependencies, workloads, and operational constraints for Support, Product, and Engineering.
- Monitor integrations and support trends to identify emerging risks, recurring failures, and readiness gaps.
- Develop account-specific runbooks, validate escalation paths, coordinate launch and migration readiness, and provide heightened monitoring when needed.
- Lead or contribute to incident reviews and postmortems, track corrective actions, and improve reliability and performance.
- Create troubleshooting guides, monitoring, internal tools, support workflows, and AI-powered automation based on customer investigations.
- Help shape Premium Support’s operating model, technical standards, and tooling as the function expands globally.
Requirements
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a comparable role diagnosing complex production issues.
- Expert troubleshooting experience 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 supporting 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 programming languages is valuable.
- Ability to explain complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders.
- Strong customer and cross-functional relationship-building skills with clear, scalable ownership boundaries.
- Ability to identify systemic patterns, prevent recurrence, operate in ambiguity, and learn new technologies as needed.
- Humble, team-first mindset with strong judgment and enthusiasm for using OpenAI products, agents, and emerging AI capabilities in technical support.
Benefits
- The Toronto-based role is currently remote and is expected to transition to an in-office arrangement.
Tech Stack
Categories
Solutions Engineering
About OpenAI
OpenAI builds and deploys large-scale AI models and tools—including ChatGPT, GPT-4–class models, DALL·E, and Whisper—sold via APIs and enterprise subscriptions to developers and businesses. It monetizes through usage-based API pricing and ChatGPT Plus/Team/Enterprise, and also reaches customers via Microsoft’s Azure OpenAI Service. Founded in 2015 and headquartered in San Francisco, it operates as a private partnership.