AI Support Engineer - San Francisco (Weekend Shift)
San Francisco • FullTime
Posted 3mo ago
About the job
OpenAI is seeking dedicated, experienced, and deeply curious individuals to join its User Operations team. In this role, you will work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in a fast-paced environment. You will help define world-class support in an AGI-driven future, partnering closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation and AI technology to transform support operations at scale.
Responsibilities
- Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, authentication errors, and production incidents, providing end-to-end ownership through debugging and analysis.
- Become a trusted expert on OpenAI's products and platform, serving as a go-to resource for complex technical issues.
- Act as a critical escalation point, partnering with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems.
- Leverage scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
- Translate learnings from customer issues into scalable solutions, partnering with Product and Go-To-Market teams.
- Drive operational excellence by identifying and implementing automation and AI-powered workflows to increase team efficiency and reduce manual effort.
- Provide occasional holiday and weekend support on call coverage.
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, preferably in high-growth tech startups.
- Proficiency in using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for automation and tool integration.
- Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- Polished enterprise communication skills and composure during high-stakes customer calls.
- Proven experience building strong relationships with customers and cross-functional partners.
- Exceptional critical thinking and problem-solving abilities, with clear communication of complex technical issues.
- Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek growth opportunities.
- Humble, team-first mindset with a genuine eagerness to help others and learn necessary knowledge.
- Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.