Senior Support Engineer Job at OpenAI (San Francisco)

Job Description

The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models. We provide technical guidance, resolve complex issues and support customers in maximizing value and adoption from deploying our highly-capable models. We work closely with Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. We think from an automation-first mindset and leverage the latest in AI to scale our support operations. Join the Senior Support Engineering (SSE) team at OpenAI and help shape the future of Technical Support in the age of AI.

Job Responsibility

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
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

Requirements

Have a Bachelor’s degree in Computer Science or a related field
Have 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
Have deep familiarity with modern monitoring, alerting, and observability practices
Have proven experience leading incident response for high‑severity outages or service disruptions
Have strong skills in scripting or software engineering (e.g., Python or similar) to automate repetitive tasks and integrate tools
Have solid understanding of cloud infrastructure and distributed systems fundamentals
Are effective at working cross‑functionally in a high‑trust environment
Strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders

What we offer

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 (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 employees and up to 15 days annually for non-exempt employees
13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend to fuel your professional growth
Daily meals in our offices, and meal delivery credits as eligible
Relocation support for eligible employees
Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided

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Senior Support Engineer

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