Premium Support Engineer — Complex API & Systems

OpenAI, Inc.; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid parental leave

Flexible PTO

Relocation support

Job summary

OpenAI, Inc. is seeking a Dedicated Support Engineer in San Francisco to partner with Premium Support customers, troubleshoot complex technical issues, and drive incident response across product, engineering, and go-to-market teams.

You will own end-to-end problem resolution, analyze logs, reproduce errors, and guide customers toward durable solutions. You will also contribute to runbooks, improve monitoring, and help scale OpenAI’s Premium Support through automation and proactive improvements,

Qualifications

• You might thrive in this role if you: have significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues.
• Have expert-level troubleshooting skills and a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
• Are comfortable working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations to understand system behavior and test hypotheses.

Responsibilities

• Work directly with Premium Support customers to troubleshoot their most complex technical issues, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
• Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating the likely failure domain.
• Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and a technical backstop for our most strategic customers.
• Own the customer-specific response to high-impact incidents. You’ll assess severity and business impact, initiate the appropriate response path, coordinate cross-functional responders, maintain clear ownership, and ensure issues move through mitigation, resolution, and post-incident follow-through.
• Communicate clearly and proactively during periods of uncertainty, providing accurate updates to customer technical teams, business stakeholders, executives, and internal partners.
• Develop a detailed understanding of each customer’s architecture, integrations, dependencies, critical workloads, and operational constraints. You’ll document this context and make it accessible to Support, Product, and Engineering teams.
• Partner with Go-to-Market and Technical Success teams to understand the business importance of customer workloads and ensure that relevant commercial context informs severity, prioritization, and communication without bypassing established support processes.
• Represent Support Engineering in relevant customer meetings, including QBRs, and partner closely with account teams to communicate technical health, surface risks and blockers early, coordinate follow-up, and provide customers and internal stakeholders with clear, proactive updates.
• Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become major escalations.
• Prepare for important launches, migrations, traffic increases, and business events by developing account-specific runbooks, validating escalation paths, coordinating support readiness, and providing heightened monitoring where needed.
• Lead or contribute to incident reviews and postmortems, identify opportunities to prevent recurrence, and track corrective actions through closure.
• Translate recurring customer pain into clear, evidence-backed feedback for Product and Engineering, with a particular focus on improving the reliability and performance of existing products, integrations, and deployments.
• Turn what you learn from customer investigations into scalable improvements, including troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation.
• Help shape the operating model, technical standards, and tooling for Premium Support as the function grows globally.

Job description

OpenAI, Inc. is seeking a Dedicated Support Engineer in San Francisco to partner with Premium Support customers, troubleshoot complex technical issues, and drive incident response across product, engineering, and go-to-market teams.

You will own end-to-end problem resolution, analyze logs, reproduce errors, and guide customers toward durable solutions. You will also contribute to runbooks, improve monitoring, and help scale OpenAI’s Premium Support through automation and proactive improvements,