Senior AI Support Engineer — Remote, Complex Issues

OpenAI

Toronto

Hybrid

CAD 130,000 - 170,000

Full time

14 days+

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Job summary

OpenAI’s User Operations team seeks experienced professionals to troubleshoot and resolve high-impact technical issues and production incidents across our AI platform. You will guide customers through complex problems, working closely with Engineering, Product, and Operations to improve systems and automate workflows.

You’ll operate remotely from Toronto, Canada, collaborating with cross-functional partners to deliver exceptional support at scale while embracing new AI capabilities and scripting

Qualifications

8+ years in User Operations, Engineering, Support Engineering or similar technical roles in fast-paced tech environments.
Experience using emerging technologies to script or engineer code for automation.
Expert-level SaaS troubleshooting and ability to understand complex concepts quickly.

Responsibilities

Work directly with customers to troubleshoot and resolve complex technical issues, including API failures and production incidents.
Serve as a trusted expert on OpenAI’s products and platform for complex issues.
Escalation point for engineering teams to troubleshoot and prevent recurring problems; improve internal tooling and automation.

Skills

8+ years experience

SaaS troubleshooting

Python scripting

Enterprise communication

Customer relationship building

Incident management

Automation workflows

Education

Bachelor's degree in CS / Engineering or related field

Tools

Python

Job description

You’ll operate remotely from Toronto, Canada, collaborating with cross-functional partners to deliver exceptional support at scale while embracing new AI capabilities and scripting

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