AI Support Engineer - Toronto (Weekend Shift)
Ontario - Remote • FullTime
Posted 3h ago
About the job
We are seeking dedicated, experienced, and deeply curious individuals to join our 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. Your work 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 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.
Responsibilities
- Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, and production incidents, providing end-to-end ownership.
- Serve as a trusted expert and go-to resource for complex technical issues on OpenAI's products and platform.
- Act as a critical escalation point, partnering with customers and Engineering to resolve and prevent recurring problems.
- Leverage scripting and 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 automation opportunities and implementing AI-powered workflows to increase team efficiency.
- Provide holiday and weekend support on-call coverage as needed.
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 integration.
- Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies.
- Polished enterprise communication skills, maintaining 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 to change, continuously learn, and seek growth opportunities.
- Humble, team-first mindset with a genuine eagerness to help others and learn new knowledge.
- Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.