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Dedicated Support Engineer - London

OpenAI· User Operations
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Hybrid (London, UK)Full-timePosted 2w ago

About the role

OpenAI is seeking an experienced Dedicated Support Engineer to provide technical ownership and advanced troubleshooting for Premium Support customers. The role focuses on complex production issues, proactive reliability work, and scalable improvements to support operations.

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; escalate to Engineering with a clear hypothesis if root cause is not determinable.
  • Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point for strategic customers.
  • Own customer-specific response to high-impact incidents, assess severity, coordinate cross-functional responders, and ensure proper incident progression and post-incident follow-through.
  • Communicate clearly during periods of uncertainty with customers, business stakeholders, executives, and internal partners.
  • Develop understanding of each customer’s architecture, integrations, dependencies, critical workloads, and operational constraints; document context for Support, Product, and Engineering.
  • Partner with Go-to-Market and Technical Success to align severity and prioritization with business context while following established support processes.
  • Represent Support Engineering in customer meetings (e.g., QBRs) and work with account teams to communicate technical health and risks.
  • Monitor customer integrations and support trends to identify risks, recurring failures, and readiness gaps.
  • Prepare for launches, migrations, traffic increases, and events by creating runbooks and coordinating support readiness.
  • Lead or contribute to incident reviews and postmortems, tracking corrective actions through to closure.
  • Translate recurring customer pain into feedback for Product and Engineering to improve reliability and performance of products and deployments.
  • Turn investigations into scalable improvements including guides, monitoring, tooling, and automation.
  • Help shape operating model, standards, and tooling for Premium Support as it grows globally.

Qualifications

  • Significant experience in Support Engineering, Solutions Engineering, or similar roles diagnosing complex production issues.
  • Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • Experience with logs, metrics, traces, API requests, authentication flows, and customer-provided code/configurations.
  • Experience leading or coordinating customer-impacting incidents, including severity assessment and post-incident follow-through.
  • Ability to write code or scripts to reproduce issues and automate repetitive tasks; Python or JavaScript experience is valuable.
  • Strong written and verbal communication to explain complex technical issues to engineers, stakeholders, and executives.
  • Ability to build trust-based relationships with customers and cross-functional partners.
  • Ability to thrive in ambiguity, learn quickly, and maintain a team-first mindset.
  • Interest in using OpenAI products, agents, and AI capabilities to transform technical support at scale.

Skills

Required:Troubleshooting complex production systemsIncident managementRoot-cause analysis
Nice to have:Programming/scripting
Last updated Oct 8, 2026. Interested? Apply on the company site.

About OpenAI

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Company profileWebsite

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