AI Support Engineer - San Francisco (Weekend Shift)

Details

OpenAI’s User Operations team supports customers adopting AI and ensures an exceptional product experience. The team resolves complex issues, provides technical guidance, and helps customers maximize the value of OpenAI’s products at scale.

The role involves working directly with customers through support tickets and live calls to troubleshoot high-impact issues and resolve novel, ambiguous technical problems. You will partner with Engineering, Product, Operations, and Go-To-Market teams to improve systems, reduce bugs, and enhance the customer experience through automation, agents, and AI technology.

Responsibilities

• Troubleshoot and resolve complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
• Provide end-to-end ownership by debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.
• Become a trusted expert on OpenAI’s products and platform.
• Serve as an escalation point for complex technical issues and partner with customers and Engineering teams to resolve and prevent recurring problems.
• Use scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
• Scale solutions based on customer-support learnings in partnership with Product and Go-To-Market teams.
• Identify opportunities for automation and AI-powered workflows to improve team efficiency and reduce manual effort.
• Provide occasional holiday and weekend on-call coverage as needed.
• Work a standard 5x8 schedule, with one workday covering weekend shifts each week, such as Tuesday–Saturday or Sunday–Thursday.

Requirements

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally in high-growth technology companies or other fast-paced environments.
• Comfort using emerging technologies such as Codex, ChatGPT, and the OpenAI API to script or engineer code, including Python, for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills and the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication skills and the ability to remain calm with high-stakes customers during live incident calls.
• Experience building strong relationships with customers and cross-functional partners to resolve complex issues.
• Exceptional critical-thinking, problem-solving, and technical communication skills.
• Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and seek opportunities for growth.
• Humble, team-first mindset with a genuine eagerness to help teammates and customers.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities.

Compensation and Benefits

• Base salary: $180,000–$260,000 per year.
• Equity, with performance-related bonuses for eligible employees.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for healthcare, dependent care, parking, and transit expenses.
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave.
• Paid time off, paid company holidays, office closures, and sick or safe time.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily office meals and eligible meal delivery credits.
• Relocation support for eligible employees.