AI Support Engineer - Toronto
Remote • Ontario - Remote • FullTime
Posted 1mo ago
About the job
We are seeking dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers while building the future of post-AGI support. 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 one of the fastest-moving environments in technology. As AI adoption rapidly accelerates, the work you do will directly support mission-critical systems being built on OpenAI’s platform, serving as a critical line of defense for customers operating at massive scale. Beyond resolving technical issues, you’ll help define what world-class support looks like in an AGI-driven future. You’ll partner closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates 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.
- Become a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
- Serve as a critical escalation point, partnering with customers and Engineering teams to troubleshoot, resolve, and 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 opportunities for automation and AI-powered workflows.
- Implement scalable improvements to increase team efficiency and reduce manual effort.
- Provide occasional holiday and weekend on-call support as needed.
Requirements
- 5+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally in high-growth tech startups or fast-paced environments.
- Comfortable 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 ability to remain calm during high-stakes customer calls.
- Proven experience building strong relationships with customers and cross-functional partners.
- Exceptional critical thinking and problem-solving abilities.
- Ability to clearly communicate complex technical issues to both customers and internal teams.
- 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 curiosity to learn.
- Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.