Senior AI Support Engineer - Post-AGI Ops

Faangapply; Toronto; Hybrid; CAD 120,000 - 180,000; Full time

Job summary

OpenAI is seeking a seasoned User Operations professional for a Toronto-based role that is currently remote with plans to move to an in-office arrangement. You will troubleshoot high-impact technical issues, own customer outcomes, and collaborate with Engineering and Product to improve systems and tooling.

You will leverage scripting (Python) and emerging AI capabilities to scale support, automate workflows, and deliver an exceptional customer experience at scale.

Qualifications

• 5+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles.
• Comfortable using emerging technologies (eg. Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python).
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication and calm with high-stakes customers during live incident calls.
• Proven experience building strong relationships with customers and cross-functional partners to drive resolution.
• Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
• Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• Bring a humble, team first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both teammates and customers succeed.
• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent practical experience.

Responsibilities

• Work directly with customers to troubleshoot and resolve their most complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
• Become a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
• Serve as a critical escalation point and line of defense for complex technical issues, partnering with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems.
• Take learnings from resolving customer issues and creating our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
• Drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency.
• Provide occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.

Skills

User Operations

Technical Troubleshooting

API Troubleshooting

Python Scripting

Enterprise Communication

Education

Bachelor's degree in CS/Engineering

Tools

Python

Job description

OpenAI is seeking a seasoned User Operations professional for a Toronto-based role that is currently remote with plans to move to an in-office arrangement. You will troubleshoot high-impact technical issues, own customer outcomes, and collaborate with Engineering and Product to improve systems and tooling.

You will leverage scripting (Python) and emerging AI capabilities to scale support, automate workflows, and deliver an exceptional customer experience at scale.