AI Support Engineer - San Francisco

Details

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is exceptional. The team is building the first post-AGI support organization, resolving complex issues, providing technical guidance, and supporting customers to maximize value and adoption of OpenAI products. The team works closely with Sales, Technical Success, Product, and Engineering. Customers range from early-stage startups to established global enterprises.

About the Role

You will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and resolving novel, often undefined technical problems while setting a positive precedent for the rest of the team. You will partner with cross-functional teams to drive initiatives that reduce bugs, improve features, and build systems that elevate our customer experience. Your work will help deliver industry-leading response times and service levels and strengthen internal customer feedback operations. You will scale the support organization by improving operational processes and leveraging internal technology to build the next version of the support team in the AI era. This role uses a hybrid work model (3 days in office per week). Relocation assistance is offered to new employees.

Responsibilities

• Work directly with customers, solving their most complex problems and providing ownership and education on the use of OpenAI platforms.
• Become a foremost expert on OpenAI products, including where AI does not provide an answer.
• Act as a last line of defense before Product and Engineering; partner with engineering and customer teams to resolve issues.
• Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes.
• Take learnings from customer issues to create scalable approaches, partnering with Product and Go-To-Market teams.
• Orchestrate agentic improvements to operations that level up the team.
• Foster a supportive and productive work culture within User Operations.
• Provide support coverage in on-call shifts and during holidays and weekends based on business needs.
• Work a standard 5x8 work week, with one of the days covering weekend shifts each week (for example, Tuesday–Saturday or Sunday–Thursday).

Requirements

• 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
• Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (Python or similar) for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Strong critical thinking, problem solving, and communication skills for explaining complex technical issues.
• Ability to thrive in ambiguity, adapt rapidly, continuously learn, and proactively seek growth opportunities.
• Proven experience building strong relationships with customers and cross-functional teams to drive resolution of complex issues.
• Humble attitude, eagerness to help others, and willingness to pick up missing knowledge to help the team and customers succeed.
• High capacity for frequent context switching and 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.

Benefits

• Base salary range: $200,000–$260,000 per year. Offers equity and additional total compensation components (bonuses, etc.).
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental leave, paid medical and caregiver leave.
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays and multiple company office closures.
• Mental health and wellness support; employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits such as charitable donation matching and wellness stipends.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company emphasizes safety and human needs at its core and seeks diverse perspectives and experiences. OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities. Background checks will be administered in accordance with applicable law.