Leads end-to-end customer deployments, builds and manages a field engineering organization, develops delivery tools and playbooks, and reviews production code across frontend and backend systems.
About this role
This Senior AI Support Engineer role sits within OpenAI’s User Operations team, supporting customers that deploy the company’s AI products and platform. The position serves as a technical escalation point for complex customer problems and works closely with Engineering, Product, Operations, Sales, and Go-To-Market teams to improve support at scale.
The work includes troubleshooting API failures, integration challenges, authentication errors, and production incidents through logs, system analysis, issue reproduction, and expert guidance. The engineer also identifies recurring problems, improves internal tooling, and automates operational workflows using scripting, Python, emerging AI capabilities, agents, and other automation approaches.
Applicants should have at least eight years of experience in User Operations, Engineering, Support Engineering, or a similar technical role. The posting also requires the ability to use technologies such as Codex, ChatGPT, and the OpenAI API to script or engineer code for automation, along with expert-level SaaS troubleshooting skills and the ability to understand new technologies quickly.
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