AI Support Engineer

AI Support Engineer at OpenAI

OpenAI’s User Operations team is dedicated to guiding customers through AI adoption and ensuring an exceptional product experience. We are building the foundational post-AGI support team, focused on resolving complex issues, providing technical guidance, and helping customers maximize value from our products. Our team collaborates closely with Sales, Technical Success, Product, and Engineering to deliver top-tier customer experiences at scale for a diverse customer base, ranging from early-stage startups to global enterprises.

About The Role

We are seeking dedicated, experienced, and passionate individuals to tackle some of the most challenging customer problems and help us build our post-AGI support team. In this AI Support Engineer role, you will engage directly with customers via support tickets and Slack, troubleshooting intricate issues and resolving novel technical problems, thereby setting a high standard for the team. You will partner with cross-functional teams to initiate improvements that reduce bugs, enhance features, and develop systems to elevate the overall customer experience. Your contributions will be vital in achieving industry-leading response times and service levels, while strengthening our internal customer feedback mechanisms in an increasingly complex domain. You will help scale our support organization by refining operational processes and utilizing our own AI technology to innovate the future of support. This role is crucial for the success of the most innovative and disruptive AI solutions built with OpenAI.

If you thrive in environments that prioritize impact, collaboration, and rapid problem-solving, this role might be an excellent fit for you.

OpenAI operates on a hybrid work model, requiring 3 days in the office per week, and offers relocation assistance to new employees.

You’ll Be Responsible For

• Working directly with customers to solve their most complex problems, providing ownership and education on the use of OpenAI platforms.
• Becoming a foremost expert on all OpenAI products, even when our AI cannot provide the answer.
• Serving as the last line of defense before involving core Product and Engineering teams, partnering with them to resolve critical issues.
• Utilizing scripting and emerging AI capabilities to enhance internal tooling and automate recurring processes.
• Transforming learnings from customer issue resolution into scalable solutions, in partnership with product and Go-To-Market teams.
• Orchestrating agentic improvements to operations to elevate the entire User Operations team.
• Fostering a supportive and productive work culture within the User Operations team.
• Providing support coverage during on-call shifts, holidays, and weekends as business needs dictate.

You Might Thrive In This Role If You Have

• 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
• Comfort with emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python or similar) for automating tasks and integrating tools.
• Expert-level SaaS troubleshooting skills, with the ability to quickly grasp new technologies and complex concepts.
• A natural inclination to question established norms, identify root causes, and proactively drive innovation and process improvements.
• Demonstrated excellence as a critical thinker, problem solver, and communicator of complex technical issues.
• The ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek growth opportunities.
• Proven experience building strong relationships with customers and cross-functionally to drive complex issue resolution.
• A humble attitude, eagerness to help others, and a desire to acquire any missing knowledge to ensure team and customer success.
• High horsepower, adept at frequent context switching, and capable of managing multiple projects with expansive ownership and prioritization.
• Preferred: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Key skills/competency

• Technical Support
• Customer Operations
• SaaS Troubleshooting
• AI Automation
• Python Scripting
• API Integration
• Problem Solving
• Cross-functional Collaboration
• Process Improvement
• User Education