Senior Support Engineer

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OpenAI

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

OpenAI is a leading research organization and company dedicated to creating advanced artificial intelligence technology, with a strong emphasis on safety and ethical considerations. OpenAI's mission is to ensure that artificial general intelligence (AGI) benefits all of humanity. The company develops AI products like ChatGPT, which can assist users with tasks ranging from everyday requests to complex enterprise solutions. OpenAI also provides an API platform that integrates its AI models into various applications. The company is focused on innovation in AI and improving data analysis capabilities, while emphasizing safety and ethical governance of their systems.

📋 Description

• Serve as a foremost technical and troubleshooting expert for OpenAI’s API platform and act as the last line of defense before core Engineering • Identify and implement scalable support operations using automation and AI technologies • Configure and use monitoring and alerting workflows to detect customer-impacting issues in real time • Partner with Engineering on reliability reviews and operational readiness for features, launches, and strategic customer requirements • Design and refine incident response processes and documentation • Analyze operational metrics and incident root-cause analyses to improve monitoring dashboards, alert configurations, and support workflows • Provide support coverage during holidays and weekends based on business needs • Collaborate directly with strategic enterprise customers, product teams, Infrastructure, Engineering, Technical Success, and Support teams

🎯 Requirements

• 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, mission-critical environments • Strong track record troubleshooting complex technical problems at the systems level • Deep familiarity with monitoring, alerting, and observability practices • Hands-on experience with metrics, logging, and tracing for distributed systems, including SLIs/SLOs, alert tuning, and dashboard creation • Experience leading incident response for high-severity outages or service disruptions • Ability to coordinate incidents in real time, perform root cause analysis, and drive post-mortems and action items • Knowledge of industry best practices for incident management and fault diagnosis • Strong scripting or software engineering skills, such as Python or similar • Understanding of cloud infrastructure and distributed systems fundamentals • Familiarity with cloud services, load balancers, databases, and containerized applications • Ability to work cross-functionally and explain technical issues to engineering and non-technical stakeholders • Ability to provide support coverage during holidays and weekends based on business needs

🏖️ Benefits

• Remote work arrangement • Reasonable accommodations for applicants with disabilities • Immigration and sponsorship support may be provided based on individual circumstances