Dedicated Support Engineer - London

The role

You will troubleshoot complex technical issues for Premium Support customers. You will use logs, telemetry, and systems-level investigation to resolve API failures, integration challenges, and production incidents. You will also work to improve system reliability through automation and preventative improvements.

What you will do

• Troubleshoot complex technical issues including API failures and integration challenges
• Provide end-to-end technical ownership by analyzing logs and system behavior
• Serve as a technical escalation point for strategic customers
• Own customer-specific responses to high-impact incidents
• Communicate updates to customer technical teams and business stakeholders
• Document customer architecture, integrations, and operational constraints
• Partner with Go-to-Market and Technical Success teams
• Represent Support Engineering in customer meetings like QBRs
• Monitor customer integrations to identify emerging risks and failure patterns
• Lead or contribute to incident reviews and postmortems

Required qualifications

• Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a role involving hands-on diagnosis of complex production issues
• Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations
• Ability to work with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations
• Experience leading or playing a central role in customer-impacting incidents
• Ability to write code or scripts to reproduce issues and automate work

Nice to have

• Experience with Python, JavaScript, or similar languages

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.