AI Support Engineer - San Francisco

San Francisco. Posted 8 months ago

The role

You will troubleshoot and resolve complex technical issues for customers through support tickets and live calls. You will work with Engineering and Product teams to improve systems and automate workflows using AI technology.

What you will do

Troubleshoot and resolve complex technical issues including API failures, integration challenges, authentication errors, and production incidents.
Provide end-to-end ownership through debugging logs, analyzing system behavior, and reproducing issues.
Serve as a trusted expert on OpenAI products and platform.
Act as a critical escalation point for complex technical issues.
Partner with customers and Engineering teams to prevent recurring problems.
Leverage scripting and AI capabilities to improve internal tooling and automate workflows.
Create approaches to scaling solutions by partnering with Product and Go-To-Market teams.
Identify opportunities for automation and AI-powered workflows to increase team efficiency.
Provide occasional holiday and weekend support on call coverage.

Required qualifications

8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles.
Comfortable using emerging technologies like Codex, ChatGPT, or OpenAI API to script or engineer code in Python.
Expert-level SaaS troubleshooting skills.
Polished enterprise communication skills.
Ability to remain calm with high-stakes customers during live incident calls.
Experience building strong relationships with customers and cross-functional partners.
Exceptional critical thinker and problem solver.
Ability to communicate complex technical issues to customers and internal teams.
Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Nice to have

experience ideally within high-growth tech startups or other fast-paced environments

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. They seek to safely deploy AI to the world through their products.