OpenAI · 10 hours ago
Senior Support Engineer
San Francisco, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$260K/yr - $260K/yr
8+ years expOpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. They are seeking a Senior Support Engineer to collaborate with strategic enterprise accounts and product teams, providing technical guidance and troubleshooting complex issues to enhance customer experience with OpenAI's API platform.
Agentic AIArtificial Intelligence (AI)Foundational AIGenerative AIMachine LearningNatural Language ProcessingSaaS
Responsibilities
Be among the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team
Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies. Contribute to shaping the future of technical support in an AI-driven era
Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues in real time
In partnership with engineering, contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates. Ensure that operational readiness (monitoring, alerting, and fallback plans) is in place for any such changes
Design and refine incident response processes and documentation across strategic customers, engineering and support teams
Analyze operational metrics and incident RCAs to identify areas for improvement. Proactively recommend and implement enhancements to monitoring dashboards, alert configurations, and support workflows
Provide support coverage during holidays and weekends based on business needs
Qualification
Required
Have a Bachelor's degree in Computer Science or a related field
Have 8+ years of experience in technical operations roles such as SRE/NOC, designing monitoring systems and resolving production issues in fast-paced and mission-critical environments
Have deep familiarity with modern monitoring, alerting, and observability practices
Hands‑on experience setting up or managing metrics, logging, and tracing for distributed systems
Have proven experience leading incident response for high‑severity outages or service disruptions
Able to perform real‑time incident coordination, root cause analysis, and drive follow‑ups (post‑mortems, action items) to prevent recurrence
Knowledge of industry best practices for incident management and fault diagnosis
Have strong skills in scripting or software engineering (e.g., Python or similar) to automate repetitive tasks and integrate tools
Have solid understanding of cloud infrastructure and distributed systems fundamentals
Comfortable working with cloud services, load balancers, databases, and containerized applications
Are effective at working cross‑functionally in a high‑trust environment
Strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders
You can coordinate efforts across teams and are comfortable providing updates in the midst of an ongoing incident
Benefits
Relocation assistance
Company
OpenAI
OpenAI is an AI research and deployment company that develops advanced AI models, including ChatGPT. It is a sub-organization of OpenAI Foundation.
201-500 employees
H1B Sponsorship
OpenAI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (18)
2021 (10)
2020 (6)
Funding
Current Stage
Growth StageTotal Funding
$79BKey Investors
The Walt Disney CompanySoftBankThrive Capital
2025-12-11Corporate Round· $1B
2025-10-02Secondary Market· $6.6B
2025-03-31Series Unknown· $40B
Leadership Team
Sam Altman
CEO & Co-Founder
Greg Brockman
President, Chairman, & Co-Founder
Recent News
Inc42 Media
2026-01-12
Pulse 2.0
2026-01-12
Business Insider
2026-01-12
Company data provided by crunchbase