Senior Support Engineer - Toronto

Ontario - Remote. Posted 3 months ago

The role

You 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

About the company

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