Premium Support Engineer — Remote/Hybrid (Toronto)

OpenAI, Inc.; Toronto; Hybrid; CAD 110,000 - 155,000; Full time

Job summary

OpenAI, Inc. is seeking a Dedicated Support Engineer to work with Premium Support customers from Toronto. The role starts remote and will transition to in-office in Toronto as arrangements evolve.

You will diagnose complex production issues, analyze logs, reproduce errors, and guide cross-functional teams to resolution. Youll build runbooks, monitor trends, and help scale OpenAI's support operations globally.

Qualifications

• Significant experience in Support Engineering or related roles.
• Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
• Ability to read logs, metrics, traces and test hypotheses to isolate issues.

Responsibilities

• Troubleshoot complex technical issues for Premium Support customers, including API failures and production incidents.
• Provide end-to-end technical ownership from analysis to remediation and escalation when needed.
• Become a trusted expert on OpenAI products and systems for strategic customers.
• Own the customer-specific response to high-impact incidents and coordinate cross-functional responders.

Skills

APIs

Cloud infrastructure

Troubleshooting

Incident management

Education

Bachelor's degree in a technical field

Tools

Python

JavaScript

Job description

OpenAI, Inc. is seeking a Dedicated Support Engineer to work with Premium Support customers from Toronto. The role starts remote and will transition to in-office in Toronto as arrangements evolve.

You will diagnose complex production issues, analyze logs, reproduce errors, and guide cross-functional teams to resolution. Youll build runbooks, monitor trends, and help scale OpenAI's support operations globally.