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Senior Support Engineer - San Francisco

OpenAI· User Operations
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San Francisco$234k - $260kFull-timePosted 11mo ago

About the role

Senior Support Engineer role at OpenAI, focused on collaborating with strategic enterprise accounts and product teams to solve highly technical problems, design operational processes, and scale support operations for OpenAI's API platform. Hybrid in San Francisco with relocation assistance.

Responsibilities

  • Be among the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team.
  • Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies. Contribute to shaping the future of technical support in an AI-driven era.
  • Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues in real time.
  • In partnership with engineering, contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates. Ensure that operational readiness (monitoring, alerting, and fallback plans) is in place for any such changes.
  • Design and refine incident response processes and documentation across strategic customers, engineering and support teams.
  • Analyze operational metrics and incident RCAs to identify areas for improvement. Proactively recommend and implement enhancements to monitoring dashboards, alert configurations, and support workflows.
  • Provide support coverage during holidays and weekends based on business needs.

Qualifications

  • Have a Bachelor’s degree in Computer Science or a related field.
  • 8+ years of experience in technical operations roles such as SRE/NOC, designing monitoring systems and resolving production issues in fast-paced and mission-critical environments.
  • Deep familiarity with modern monitoring, alerting, and observability practices. Hands-on experience with metrics, logging, and tracing for distributed systems (SLIs/SLOs, alert tuning, dashboards).
  • Proven experience leading incident response for high-severity outages or service disruptions; real-time incident coordination, root cause analysis, post-mortems.
  • Strong skills in scripting or software engineering (e.g., Python or similar) to automate tasks and integrate tools.
  • Solid understanding of cloud infrastructure and distributed systems; comfortable with cloud services, load balancers, databases, and containerized applications.
  • Strong communication skills and cross-functional collaboration abilities.

Skills

Required:Bachelor’s degree in Computer Science or related fieldSRE/NOC experienceMonitoring, alerting, observabilityIncident response leadershipPython or scripting

Benefits

  • Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
  • Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses
  • 401(k) retirement plan with employer match
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
  • Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
  • 13+ paid company holidays, and additional paid office closures
  • Mental health and wellness support
  • Employer-paid basic life and disability coverage
  • Annual learning and development stipend
  • Daily meals in offices and meal delivery credits
  • Relocation assistance for eligible employees
  • Charitable donation matching and wellness stipends
Last updated Jul 23, 2026. Interested? Apply on the company site.

About OpenAI

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Company profileWebsite

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