Premium Support Engineer: AI Systems & Incidents

RiseMe; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

OpenAI is seeking a seasoned Support Engineer to partner with Premium Support customers, diagnosing and resolving complex production issues across APIs and cloud infrastructure. You will leverage logs, telemetry, and runbooks, while maintaining strong customer relationships and clear communication with cross-functional teams.

Your work will reduce incident severity over time by diagnosing root causes, developing automation, and contributing to scalable improvements across OpenAI’s products and

Qualifications

• Significant experience in Support Engineering, Software Engineering, SRE, or related field.
• Expert-level troubleshooting across APIs, distributed systems, cloud infra, and enterprise integrations.
• Comfort with logs, metrics, traces, API requests, and customer code/configs to understand system behavior.

Responsibilities

• Troubleshoot Premium Support customers' complex technical issues including API failures, integrations, auth errors, and incidents.
• Own end-to-end technical ownership: analyze logs, reproduce errors, test hypotheses, isolate failure domains, and guide Engineering.

Skills

Troubleshooting

Python

JavaScript

Logs & telemetry

Incident response

Cross-functional collaboration

Job description

OpenAI is seeking a seasoned Support Engineer to partner with Premium Support customers, diagnosing and resolving complex production issues across APIs and cloud infrastructure. You will leverage logs, telemetry, and runbooks, while maintaining strong customer relationships and clear communication with cross-functional teams.

Your work will reduce incident severity over time by diagnosing root causes, developing automation, and contributing to scalable improvements across OpenAI’s products and