Senior Premium Support Engineer

OpenAI; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

OpenAI in San Francisco seeks an experienced Support Engineer for Premium Support to troubleshoot complex production issues, own incidents end-to-end, and collaborate with Engineering, Product, and GTM to reduce risk and improve reliability.

You will analyze logs, telemetry, and system behavior, reproduce errors, and drive root causes while maintaining clear ownership and proactive communication with customers and internal partners.

Qualifications

• Experience in Support Engineering or similar customer-facing technical roles.
• Expert-level troubleshooting across APIs, distributed systems, cloud infra, and enterprise integrations.
• Ability to work with logs, metrics, traces, API requests, and customer configurations to understand system behavior.
• Experience leading or playing a central role in customer-impacting incidents, including severity assessment and post-incident follow-through.
• Ability to write code or scripts to reproduce issues and automate repetitive work.

Responsibilities

• Troubleshoot Premium Support customers' most complex issues, including API failures and production incidents.
• Own end-to-end technical ownership: analyze logs, reproduce errors, test hypotheses, and isolate root causes.
• Serve as a technical escalation point and backstop for strategic customers.
• Coordinate cross-functional responders and manage incident severity, communication, and resolution.
• Document customer architectures, integrations, dependencies, and constraints for internal teams.
• Translate customer pain into actionable feedback for Product and Engineering.

Skills

Troubleshooting complex production;

Python / scripting

APIs & cloud systems

Customer-facing communication

Incident management

Tools

Logging/Monitoring tools

Incident management tooling

Job description

OpenAI in San Francisco seeks an experienced Support Engineer for Premium Support to troubleshoot complex production issues, own incidents end-to-end, and collaborate with Engineering, Product, and GTM to reduce risk and improve reliability.

You will analyze logs, telemetry, and system behavior, reproduce errors, and drive root causes while maintaining clear ownership and proactive communication with customers and internal partners.