Senior AI Support Engineer - Escalations & Automation

openai; Ontario (CA); On-site; USD 170,000 - 240,000; Full time

Job summary

OpenAI’s User Operations team supports customers’ adoption of AI and ensures an exceptional product experience at scale. You will handle tickets and live calls, troubleshoot high-impact issues, and guide customers through complex technical challenges on our platform.

You will partner with Engineering, Product, and Operations to improve systems, reduce bugs, and create scalable AI-powered workflows, while occasionally covering weekend shifts to support business needs.

Qualifications

• 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles.
• Proficiency with emerging technologies to script or engineer code (e.g., Python) for automation and integration.
• Expert-level SaaS troubleshooting and ability to rapidly understand new technologies.

Responsibilities

• Troubleshoot and resolve complex technical issues for customers, including API failures, integrations, authentication errors, and production incidents.
• Serve as a trusted expert on OpenAI products and platform for complex technical issues.
• Act as escalation point and collaborate with Engineering to prevent recurring problems and automate workflows.

Skills

8+ years experience in User Operations

SaaS troubleshooting

Python scripting

Excellent enterprise communication

Education

Bachelor’s degree in Computer Science or related field

Tools

Python

OpenAI API

Job description

OpenAI’s User Operations team supports customers’ adoption of AI and ensures an exceptional product experience at scale. You will handle tickets and live calls, troubleshoot high-impact issues, and guide customers through complex technical challenges on our platform.

You will partner with Engineering, Product, and Operations to improve systems, reduce bugs, and create scalable AI-powered workflows, while occasionally covering weekend shifts to support business needs.