AI Platform Support Engineer — Remote

openai; Ontario (CA); Remote; USD 120,000 - 150,000; Full time

Job summary

OpenAI’s User Operations team is building the world’s first post-AGI support function. In this Toronto-based role, you’ll handle high-impact issues directly with customers via tickets and live calls, while collaborating with Engineering, Product, and Operations to improve systems and automate workflows.

The position starts remote and will transition to in-office. You will become a trusted expert on OpenAI’s platform, driving operational excellence and scalable solutions, with a focus on reducing

Qualifications

• 5+ years in User Operations, Engineering, Support Engineering or similar technical roles.
• Proficient with SaaS troubleshooting in complex environments.
• Strong enterprise communication and calm demeanor with high-stakes customers.
• Proven ability to build relationships with customers and cross-functional partners.
• Excellent critical thinking and ability to explain complex issues clearly.
• Comfort with ambiguity and rapid learning.
• Bachelor’s degree in CS/CE or related field or equivalent experience.

Responsibilities

• Work directly with customers to troubleshoot and resolve complex technical issues, including API failures and production incidents.
• Become a trusted expert on OpenAI’s products and platform for complex issues.
• Escalation point with Engineering to troubleshoot, resolve, and prevent recurring problems, using automation where possible.
• Collaborate with Product and Go-To-Market teams to scale learnings and improvements.
• Identify opportunities for automation and AI-powered workflows to increase team efficiency.
• Provide occasional holiday and weekend on-call coverage as needed.

Skills

5+ years experience

SaaS troubleshooting

Enterprise communication

Cross-functional collaboration

Python scripting

Problem solving

Education

Bachelor’s degree in CS/CE or related field

Tools

Python

Job description

OpenAI’s User Operations team is building the world’s first post-AGI support function. In this Toronto-based role, you’ll handle high-impact issues directly with customers via tickets and live calls, while collaborating with Engineering, Product, and Operations to improve systems and automate workflows.

The position starts remote and will transition to in-office. You will become a trusted expert on OpenAI’s platform, driving operational excellence and scalable solutions, with a focus on reducing