Senior Support Engineer - San Francisco

The role

A Senior Support Engineer will collaborate with strategic enterprise accounts and product teams to solve difficult technical problems. You will design operational processes to monitor strategic customers and a 24x7 response team.

What you will do

• Act as a technical and troubleshooting expert for the API platform.
• Identify and implement opportunities to scale support operations using automation and AI.
• Configure and use advanced monitoring and alerting workflows.
• Contribute to reliability reviews and preparedness for new features and launches.
• Design and refine incident response processes and documentation.
• Analyze operational metrics and incident RCAs to identify improvements.
• Recommend and implement enhancements to monitoring dashboards and support workflows.
• Provide support coverage during holidays and weekends.

Required qualifications

• Bachelor’s degree in Computer Science or a related field.
• 8+ years of experience in technical operations roles such as SRE/NOC.
• Experience designing monitoring systems and resolving production issues in fast-paced environments.
• Track record of troubleshooting complex technical problems at the systems level.
• Familiarity with modern monitoring, alerting, and observability practices.
• Experience setting up or managing metrics, logging, and tracing for distributed systems.
• Experience leading incident response for high-severity outages or service disruptions.
• Knowledge of industry best practices for incident management and fault diagnosis.
• Skills in scripting or software engineering such as Python or similar.
• Understanding of cloud infrastructure and distributed systems fundamentals.
• Comfort working with cloud services, load balancers, databases, and containerized applications.
• Strong communication skills to explain technical issues to engineering and non-technical stakeholders.

Benefits

• Relocation assistance

Before you apply

• Background checks for applicants will be administered in accordance with applicable law.

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.