Premium Support Engineer – London

OpenAI; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

OpenAI is seeking an experienced Support Engineer to work with Premium Support customers, diagnosing complex production issues, and driving rapid resolutions while coordinating with Engineering, Product, and Sales teams.

You will leverage logs, telemetry, and runbooks to reduce incident impact and improve reliability, helping customers scale their workloads with OpenAI's AI solutions.

Qualifications

• Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.

Responsibilities

• Troubleshoot complex technical issues for Premium Support customers including API failures, integration challenges, authentication errors, and production incidents.
• Own end-to-end technical ownership: analyze logs, reproduce errors, test hypotheses, isolate failure domains, and provide evidence-based root cause or hypotheses for engineering escalation.
• Be a trusted expert on OpenAI products and systems, acting as escalation point for strategic customers.
• Coordinate cross-functional responders during high-severity incidents and manage the mitigation, resolution, and post-incident follow-up.
• Document customer architectures, integrations, dependencies, workloads, and constraints for internal teams.

Skills

Troubleshooting

Incident management

Customer communication

Automation/scripting

Python/JavaScript

Tools

APIs

Job description

OpenAI is seeking an experienced Support Engineer to work with Premium Support customers, diagnosing complex production issues, and driving rapid resolutions while coordinating with Engineering, Product, and Sales teams.

You will leverage logs, telemetry, and runbooks to reduce incident impact and improve reliability, helping customers scale their workloads with OpenAI's AI solutions.