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Dedicated Support Engineer - San Francisco

OpenAI· User Operations
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Hybrid (San Francisco)$180k - $260k + equityFull-timePosted 3w ago

About the role

OpenAI is seeking an experienced Dedicated Support Engineer to support Premium Support customers by troubleshooting complex production issues, owning incident response, and driving long-term reliability improvements across OpenAI’s infrastructure and products.

Responsibilities

  • Work directly with Premium Support customers to troubleshoot their most complex technical issues, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
  • Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating the likely failure domain; provide clear hypotheses and evidence to accelerate Engineering when root cause is not immediately identifiable.
  • Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and technical backstop for strategic customers.
  • Own the customer-specific response to high-impact incidents: assess severity, initiate appropriate response, coordinate cross-functional responders, and ensure remediation and post-incident follow-through.
  • Communicate clearly and proactively during uncertainty with customer technical teams, business stakeholders, executives, and internal partners.
  • Develop a detailed understanding of each customer’s architecture, integrations, dependencies, workloads, and operational constraints; document and share this context across teams.
  • Partner with Go-to-Market and Technical Success to align commercial context with severity and prioritization while following established support processes.
  • Represent Support Engineering in customer meetings (e.g., QBRs) and coordinate with account teams to surface risks and provide proactive updates.
  • Monitor customer integrations and support trends to identify risks, recurring patterns, and readiness gaps to prevent escalations.
  • Prepare for launches, migrations, traffic increases, and events by developing runbooks, validating escalation paths, and providing heightened monitoring.
  • Lead or contribute to incident reviews and postmortems; drive actions to prevent recurrence and track closure.
  • Translate customer investigations into feedback for Product and Engineering to improve reliability and performance of products, integrations, and deployments.
  • Turn lessons from investigations into scalable improvements like guides, tooling, automation, and optimized support workflows.
  • Help shape the operating model, standards, and tooling for Premium Support as it grows globally.

Qualifications

  • Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or similar diagnostic roles for complex production issues.
  • Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • Experience working with logs, metrics, traces, API requests, authentication flows, and customer-provided code/configurations to understand system behavior and test hypotheses.
  • Experience leading or central to customer-impacting incidents, including severity assessment, coordination, RCA, and post-incident follow-through.
  • Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work; experience with Python, JavaScript, or similar languages is valuable.
  • Strong communication skills to convey complex technical issues to engineers, customer teams, business stakeholders, and senior leaders.
  • Ability to build trust-based relationships with customers and cross-functional partners while maintaining clear ownership boundaries.
  • Ability to identify patterns, improve systems, and prevent recurrence beyond the immediate issue.
  • Comfort with ambiguity, rapid updates as new information emerges, and willingness to learn new skills as needed.
  • Collaborative, humble, team-first mindset with judgment and motivation to help both customers and colleagues succeed.
  • Interest in leveraging OpenAI’s products, agents, and AI capabilities to transform technical support at scale.

Skills

Required:Troubleshooting complex production issuesLog, metrics, traces analysisIncident management
Nice to have:Scripting and automation

Benefits

  • Medical, dental, and vision insurance for you and your family with employer contributions to Health Savings Accounts
  • Pre-tax Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
  • 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, up to 15 days annually for non-exempt
  • 13+ paid company holidays plus office closures for focus and recharge; paid sick or safe time as required by law
  • 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 where eligible
  • Relocation support for eligible employees
  • Additional taxable fringe benefits (e.g., charitable donation matching, wellness stipends) as applicable
  • Details available during hiring process
Last updated Oct 1, 2026. Interested? Apply on the company site.

About OpenAI

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