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Senior Support Engineer - Toronto

OpenAI· User Operations
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RemoteCA$261k - CA$290k + equityFull-timePosted 2mo ago

About the role

Senior Support Engineer to collaborate with strategic enterprise accounts and product teams, designing and running operational processes to monitor top customers, deliver 24x7 response, and drive scalable, AI-enhanced technical support for OpenAI’s API platform.

Responsibilities

  • Be among the foremost technical and troubleshooting experts for our API platform at OpenAI.
  • Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies.
  • 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

  • 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 setting up or managing 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, and post-mortems.
  • Strong scripting or software engineering skills (e.g., Python) to automate tasks and integrate tools.
  • Solid understanding of cloud infrastructure and distributed systems fundamentals. Comfortable with cloud services, load balancers, databases, and containerized applications.
  • Effective cross-functional communication and ability to coordinate across teams, explaining technical issues to both engineering and non-technical stakeholders.

Skills

Required:Incident response leadershipMonitoring, alerting, and observabilityAutomation/scripting

Benefits

  • Medical, dental, and vision insurance for you and your family
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
  • Paid time off: accrual of 20 days per calendar year
  • 12+ paid company holidays, and additional paid office closures for focus and recharge, plus paid sick time
Last updated Aug 20, 2026. Interested? Apply on the company site.

About OpenAI

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Company profileWebsite

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