Premium Support Engineer - Reliability & Incidents (Hybrid)

We Love AI Jobs; San Francisco (CA); Híbrido; USD 180.000 - 260.000; Jornada completa

Descripción de la vacante

OpenAI's OpenAI User Operations team seeks a Dedicated Support Engineer in San Francisco to diagnose complex technical issues and manage production incidents. You’ll investigate customer systems, coordinate with internal teams, and improve monitoring, runbooks, and support processes to prevent recurring problems.

You’ll work in a hybrid setup with strategic customers, owning end-to-end incident handling and proactive reliability work to reduce day-to-day support effort over time.

Formación

• Experience diagnosing complex customer issues across systems and APIs.
• Ability to analyze logs, metrics, and traces to identify root causes.
• Proven incident management skills with cross-functional coordination.

Responsabilidades

• Troubleshoot complex customer issues by analyzing logs and reproducing errors.
• Coordinate customer responses to high-impact incidents through mitigation, resolution, and post-incident follow-through.
• Turn recurring problems into preventive improvements, including runbooks, monitoring, tooling, and automation.

Conocimientos

Technical troubleshooting

APIs

Distributed systems

Cloud infrastructure

Logs metrics traces

Authentication flows

Incident management

Customer integrations

Descripción del empleo

OpenAI's OpenAI User Operations team seeks a Dedicated Support Engineer in San Francisco to diagnose complex technical issues and manage production incidents. You’ll investigate customer systems, coordinate with internal teams, and improve monitoring, runbooks, and support processes to prevent recurring problems.

You’ll work in a hybrid setup with strategic customers, owning end-to-end incident handling and proactive reliability work to reduce day-to-day support effort over time.