Senior AI Support Engineer (Remote, Enterprise)

openai; Ontario (CA); Remote; USD 180,000 - 230,000; Full time

Job summary

OpenAI's Technical Support team is seeking a Senior Support Engineer to collaborate with strategic enterprise accounts and product teams, solving complex problems and guiding customers. You will help scale our 24x7 response operations and work with Infrastructure and Engineering to ensure reliability at scale.

Based in Toronto and currently remote, this role will transition to an in-office arrangement. You will lead incident response, automate monitoring workflows, and communicate complex

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 8+ years of experience in technical operations roles (SRE/NOC).
• Experience with monitoring, alerting, and observability (SLIs/SLOs, dashboards).
• Experience leading incident response for outages and disruptions.
• Strong scripting skills (Python) to automate tasks.
• Understanding of cloud infrastructure and distributed systems.
• Cross-functional communication across engineering and business teams.

Responsibilities

• Be among the foremost technical and troubleshooting experts for the API platform.
• Proactively scale support operations using automation and AI technologies.
• Configure and use monitoring/workflows to detect issues in real time.
• Contribute to reliability reviews for new features and launches.
• Design and refine incident response processes across teams.
• Analyze metrics and RCAs to improve dashboards and workflows.
• Provide coverage during holidays and weekends as needed.

Skills

SRE / NOC operations

Python scripting

Cloud infrastructure

Incident response leadership

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or related field

Tools

Monitoring tools

Job description

OpenAI's Technical Support team is seeking a Senior Support Engineer to collaborate with strategic enterprise accounts and product teams, solving complex problems and guiding customers. You will help scale our 24x7 response operations and work with Infrastructure and Engineering to ensure reliability at scale.

Based in Toronto and currently remote, this role will transition to an in-office arrangement. You will lead incident response, automate monitoring workflows, and communicate complex