Senior AI Support Engineer

Gohyred; United States; Remote; USD 180,000 - 250,000; Full time

Job summary

OpenAI’s User Operations team handles the adoption of AI by customers, delivering exceptional product experiences at scale. This role involves direct engagement with customers through support tickets and live calls, troubleshooting high-impact issues, and guiding resolution with engineering and product partners.

You will help define world-class support in an AGI-driven future, focusing on automation, tooling, and scalable workflows while maintaining a strong customer-first mindset.

Qualifications

• 8+ years in User Operations or similar technical roles.
• Proficient with scripting (Python) for automating tasks.
• Strong SaaS troubleshooting in fast-paced environments.
• Excellent enterprise communication under high-stakes incidents.
• Proven cross-functional collaboration with Product and Engineering.

Responsibilities

• Troubleshoot and resolve complex technical issues directly with customers.
• Own end-to-end debugging and provide expert guidance.
• Act as escalation point with Engineering teams to resolve issues.
• Collaborate with Product and Go-To-Market teams to scale solutions.
• Drive automation and AI-powered workflows to improve efficiency.
• Provide on-call coverage during holidays and weekends as needed.

Skills

User Operations

Engineering

Support Engineering

SaaS Troubleshooting

Education

Bachelor’s degree in CS/Engineering

Tools

Python

Job description

OpenAI’s User Operations team handles the adoption of AI by customers, delivering exceptional product experiences at scale. This role involves direct engagement with customers through support tickets and live calls, troubleshooting high-impact issues, and guiding resolution with engineering and product partners.

You will help define world-class support in an AGI-driven future, focusing on automation, tooling, and scalable workflows while maintaining a strong customer-first mindset.