AI Support Engineer

About The Team

The User Operations team at OpenAI ensures exceptional adoption and experience of AI products by customers ranging from startups to large enterprises. Our team resolves complex challenges, offers technical guidance, and collaborates internally to provide top-tier support in a post-AGI environment.

Role Overview

This role involves working closely with customers to handle complex technical problems through support tickets, including issues like API failures, integration difficulties, and production errors. You will serve as a key problem solver and escalation resource, collaborating with Engineering and Product teams to refine systems and enhance user experience by leveraging automation and AI tools.

Work Schedule

The position requires a standard five-day workweek, with one day covering weekend shifts each cycle (for example, Tuesday to Saturday or Sunday to Thursday).

Responsibilities

• Troubleshoot and resolve advanced technical issues such as API failures and authentication problems by analyzing logs, reproducing bugs, and providing expert advice.
• Become an authoritative resource on OpenAI's products and platforms for customers.
• Function as a critical escalation contact, collaborating with customers and Engineering to solve and prevent recurring issues, and automate workflows using scripting and AI technologies.
• Translate insights from customer interactions into scalable solutions in partnership with Product and Go-To-Market teams.
• Identify and implement automation and AI-driven improvements to boost operational efficiency and reduce manual tasks.
• Participate in occasional holiday and weekend on-call support as required.

Ideal Candidate Profile

• Possesses 8 or more years of experience in User Operations, Support Engineering, or similar technical roles, preferably in fast-paced, high-growth environments.
• Proficient in scripting languages like Python and comfortable utilizing emerging AI technologies such as Codex, ChatGPT, or OpenAI APIs to automate repetitive tasks.
• Expert in troubleshooting SaaS platforms with the ability to quickly grasp complex technologies.
• Strong analytical skills coupled with clear communication adept at explaining technical matters to diverse audiences.
• Adaptable to change, eager to learn continuously, and proactive in seeking personal growth.
• Experienced in building effective relationships with customers and internal teams to resolve complex problems collaboratively.
• Demonstrates a humble, team-focused attitude, with a curiosity-driven approach to acquiring knowledge that benefits both colleagues and customers.
• Holds a bachelor's degree in Computer Science, Computer Engineering, or a related field, or has equivalent practical experience.

Compensation and Benefits

This role is employed by OpenAI Ireland Ltd. Total compensation includes an annual salary, equity, and benefits.

• Comprehensive medical, dental, and vision insurance for employees and their families.
• Support for mental health and wellness.
• Retirement plan with 8% employer matching.
• Unlimited paid time off.
• Annual learning and development allowance equivalent to $1,500 USD.

About OpenAI

OpenAI is committed to developing general-purpose artificial intelligence that benefits humanity. With a focus on safety and inclusivity, we aim to responsibly advance AI capabilities and deploy them through innovative products.

Equal Opportunity and Legal Compliance

OpenAI is an equal opportunity employer dedicated to non-discrimination across multiple legally protected categories. Background checks are conducted in compliance with applicable laws, including fair chance ordinances where relevant. Reasonable accommodations for applicants with disabilities are available upon request.