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OpenAI
OpenAI
201 – 500 Employees
H1B Visa SponsorArtificial IntelligenceEnterpriseSaaS
OpenAI is an artificial intelligence research and technology company building advanced AI systems with a focus on safety and responsible development. Its products include ChatGPT, which supports everyday and complex professional tasks, and an API platform that enables businesses and developers to integrate AI models into their own applications. Operating across artificial intelligence, SaaS, and enterprise technology, OpenAI combines research, product development, and efforts to improve how AI systems are governed and used.
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Dedicated Support Engineer - London Hybrid

Provide technical support for OpenAI’s strategic customers by diagnosing AI product, API, integration, and infrastructure issues. Lead incident response, improve reliability, and develop scalable support tooling and automation.

GBUnited KingdomHybridFull-timeMiddleSeniorEnglish RequiredSupport Engineer
CloudDistributed SystemsGoJavaScriptPython

Description

  • Diagnose complex technical issues for Premium Support customers, including API failures, integration problems, authentication errors, unexpected product behavior, performance degradation, and production incidents.
  • Analyze logs and system behavior, reproduce failures, test hypotheses, and narrow down likely failure domains.
  • Determine root causes or provide Engineering with well-supported hypotheses and evidence for investigation.
  • Act as a trusted technical expert, escalation point, and support backstop for strategic customers.
  • Manage customer-specific responses to high-impact incidents from severity assessment through mitigation, resolution, and post-incident follow-up.
  • Coordinate cross-functional responders and maintain proactive communication with customer technical teams, business stakeholders, executives, and internal partners.
  • Record customer architectures, integrations, dependencies, critical workloads, and operational constraints.
  • Work with Go-to-Market and Technical Success teams on customer workload priorities and communications.
  • Represent Support Engineering in customer meetings, including QBRs, covering technical health, risks, blockers, and next steps.
  • Track customer integrations and support trends to surface emerging risks, recurring failures, and readiness gaps.
  • Develop account-specific runbooks, verify escalation paths, coordinate support readiness, and provide enhanced monitoring for launches, migrations, traffic increases, and business events.
  • Lead or support incident reviews and postmortems while tracking corrective actions.
  • Convert recurring customer challenges into evidence-based feedback for Product and Engineering.
  • Build scalable improvements, including troubleshooting documentation, monitoring, internal tools, support workflows, and AI-powered automation.
  • Help develop Premium Support’s operating model, technical standards, and tooling as the global function expands.

Requirements

  • Substantial experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues.
  • Expert troubleshooting ability across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • Experience working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations.
  • Experience leading or centrally supporting customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-up.
  • Ability to write code or scripts to reproduce issues, query systems, automate repetitive tasks, and improve internal tools.
  • Experience with Python, JavaScript, or comparable programming languages is valuable.
  • Ability to explain complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders.
  • Ability to build trusted relationships with customers and cross-functional partners while maintaining clear, scalable ownership boundaries.
  • Ability to recognize patterns, improve systems, and prevent recurring issues.
  • Ability to work effectively amid ambiguity and learn as needed.
  • Humble, collaborative, team-first approach with sound judgment and a strong desire to help customers and colleagues.
  • Interest in using OpenAI products, agents, and emerging AI capabilities to transform technical support.
  • Ability to work from the London office three days per week.
  • Authorization to work in the country where the role is based.

Benefits

  • Immigration and sponsorship support may be available to new employees depending on individual circumstances.
  • Reasonable accommodations are available for applicants with disabilities.
  • Global Applicant Privacy Policy.
  • Equal opportunity employment.

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