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Dedicated Support Engineer - Toronto

OpenAI· User Operations
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Ontario - RemoteFull-timePosted 3w ago

About the role

OpenAI is seeking a Dedicated Support Engineer to provide technical ownership and advanced troubleshooting for Premium Support customers. The role focuses on complex production issues, incident management, and proactive reliability improvements, with a Toronto-based position that is currently remote and expected to transition to in-office.

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. Where possible, identify root cause before escalating to Engineering; where not possible, provide a clear hypothesis and the evidence needed to accelerate investigation.
  • Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and a technical backstop for our most strategic customers.
  • Own the customer-specific response to high-impact incidents, assess severity, coordinate cross-functional responders, and ensure post-incident follow-through.
  • Communicate clearly and proactively during periods of uncertainty, providing updates to customer technical teams, business stakeholders, executives, and internal partners.
  • Develop a detailed understanding of each customer’s architecture, integrations, dependencies, critical workloads, and operational constraints; document this context for Support, Product, and Engineering.
  • Partner with Go-to-Market and Technical Success teams to align business importance 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 emerging risks and readiness gaps before major escalations.
  • Prepare for launches, migrations, traffic increases, and events with runbooks, escalation validation, and heightened monitoring.
  • Lead or contribute to incident reviews and postmortems, tracking corrective actions to closure.
  • Translate recurring customer pain into feedback for Product and Engineering to improve reliability and performance.
  • Turn investigations into scalable improvements, including guides, monitoring, tooling, and automation.
  • 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 roles involving diagnosis of complex production issues.
  • Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • Experience using logs, metrics, traces, API requests, authentication flows, and customer-provided code/configurations to test hypotheses.
  • Experience leading or central in high-impact incidents, including severity assessment, coordination, and post-incident follow-through.
  • Ability to write code or scripts to reproduce issues and automate work; experience with Python, JavaScript, or similar languages is valuable.
  • Strong communication skills to convey complex technical issues to engineers, stakeholders, and executives.
  • Ability to build trust-based, cross-functional relationships and maintain scalable ownership boundaries.
  • Pattern recognition mindset to prevent recurrence and improve systems.

Skills

Required:Troubleshooting complex production issuesLogs, metrics, traces analysisIncident management
Nice to have:Scripting (Python/JavaScript)

Benefits

  • Not specified in the description.
Last updated Oct 1, 2026. Interested? Apply on the company site.

About OpenAI

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