Senior Support Engineer

Responsibilities

• Act as a foremost technical and troubleshooting expert for the OpenAI API platform
• Proactively identify and implement automation opportunities using AI technologies to scale support operations
• Configure advanced monitoring and alerting workflows to detect customer-impacting issues in real time
• Partner with engineering on reliability reviews and operational readiness for new features and launches
• Design and refine incident response processes and documentation for strategic customers
• Analyze operational metrics and incident RCAs to recommend enhancements to monitoring and workflows
• Provide support coverage during holidays and weekends based on business needs

Requirements

• Bachelor’s degree in Computer Science or a related field
• 8+ years of experience in technical operations roles such as SRE or NOC
• Proven track record of troubleshooting complex technical problems at the systems level
• Deep familiarity with modern monitoring, alerting, and observability practices (SLIs/SLOs, logging, tracing)
• Experience leading incident response for high-severity outages and performing root cause analysis
• Strong scripting or software engineering skills, specifically in Python or similar languages
• Solid understanding of cloud infrastructure, distributed systems, load balancers, and containerized applications
• Excellent cross-functional communication skills for technical and non-technical stakeholders

About the Company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products.