Premium Support Engineer – London

Openai; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

United States Digital Space LLC is seeking an experienced Support Engineer to partner with Premium Support customers, diagnosing complex production issues and driving resolution. You will combine logs, telemetry, and system analysis to isolate root causes, while collaborating with Engineering, Product, and Sales to improve reliability and prevention.

You will anticipate risk, monitor integrations, and develop runbooks, automation, and proactive improvements to reduce ongoing support effort as

Responsibilities

• Troubleshoot the most complex technical issues for Premium Support customers, including API failures, authentication errors, and production incidents.
• Analyze logs, reproduce errors, test hypotheses, and identify root causes or provide clear hypotheses with evidentiary support for Engineering escalation.
• Serve as a trusted expert on the company’s products and systems, acting as an escalation point for strategic customers.

Job description

United States Digital Space LLC is seeking an experienced Support Engineer to partner with Premium Support customers, diagnosing complex production issues and driving resolution. You will combine logs, telemetry, and system analysis to isolate root causes, while collaborating with Engineering, Product, and Sales to improve reliability and prevention.

You will anticipate risk, monitor integrations, and develop runbooks, automation, and proactive improvements to reduce ongoing support effort as