Remote Premium Support Engineer — Systems & Incident Expert

openai; Ontario (CA); Remote; USD 140,000 - 210,000; Full time

Job summary

OpenAI is seeking a seasoned Support Engineer to partner with Premium Support customers, diagnosing novel, high-impact technical issues across APIs and distributed systems. You’ll own incident responses, analyze telemetry, and collaborate with Engineering to accelerate resolution.

You’ll monitor workloads, document architectures, and help build scalable processes that reduce ongoing support effort while ensuring reliability and performance for customers worldwide.

Qualifications

• Experience diagnosing complex production issues across APIs, distributed systems, and cloud infrastructure.
• Ability to analyze logs, metrics, traces, and customer code to reproduce issues and test hypotheses.
• Proficiency with scripting or programming languages (e.g., Python, JavaScript) is valuable.

Responsibilities

• Work with Premium Support customers to troubleshoot complex technical issues including API failures and production incidents.
• Analyze logs and system behavior, reproduce errors, test hypotheses, and isolate root causes or provide clear evidence for escalation.
• Become a trusted expert on OpenAI products and systems for strategic customers and act as escalation point.

Skills

API troubleshooting

Logs & telemetry analysis

Python

JavaScript

Incident management

Distributed systems

Job description

OpenAI is seeking a seasoned Support Engineer to partner with Premium Support customers, diagnosing novel, high-impact technical issues across APIs and distributed systems. You’ll own incident responses, analyze telemetry, and collaborate with Engineering to accelerate resolution.

You’ll monitor workloads, document architectures, and help build scalable processes that reduce ongoing support effort while ensuring reliability and performance for customers worldwide.