Senior Support Engineer — AI Platform & Automation Lead

Openai; United States; Hybrid; USD 110,000 - 166,000; Full time

Benefits offered by this job

Hybrid work model

Relocation assistance

Job summary

United States Digital Space LLC is seeking a Senior Support Engineer to collaborate with strategic enterprise accounts and product teams, solving the most challenging problems in our AI-powered API platform. You will join a high-discipline, low-volume, high-difficulty support unit delivering reliable experiences.

You will design monitoring, automation, and incident response, work across Infrastructure and Engineering, and provide guidance during incidents, including weekends and holidays.

Qualifications

• Bachelor’s degree in Computer Science or a related field is required.
• 8+ years of experience in technical operations roles such as SRE/NOC or similar.
• Deep familiarity with monitoring, alerting, and observability practices (SLIs/SLOs, dashboards).
• Proven experience leading incident response for high-severity outages.
• Strong scripting or software engineering skills (Python or similar).
• Solid understanding of cloud infrastructure and distributed systems.
• Excellent cross-functional communication and stakeholder coordination.

Responsibilities

• Be among the foremost technical and troubleshooting experts for our API platform; you are the last line of defense before the core Engineering team.
• Proactively identify opportunities to scale support operations through automation and AI.
• Configure and use advanced monitoring and alerting workflows to detect customer-impacting issues in real time.
• Collaborate with engineering to ensure reliability for new features and customer requirements.
• Design and refine incident response processes and documentation across teams.
• Analyze operational metrics and RCAs to drive improvements in monitoring and workflows.
• Provide support coverage during holidays and weekends as needed.

Skills

Python

SRE/NOC

Monitoring

Observability

Incident management

Automation

Cloud

Cross-functional comms

Education

Bachelor’s degree in Computer Science or related field

Job description

United States Digital Space LLC is seeking a Senior Support Engineer to collaborate with strategic enterprise accounts and product teams, solving the most challenging problems in our AI-powered API platform. You will join a high-discipline, low-volume, high-difficulty support unit delivering reliable experiences.

You will design monitoring, automation, and incident response, work across Infrastructure and Engineering, and provide guidance during incidents, including weekends and holidays.