AI Support Engineer - San Francisco

Provides technical support to customers using OpenAI products, troubleshooting complex issues, automating processes with Python and AI tools, and partnering with engineering teams. Requires 8+ years in support engineering and expert problem-solving skills.

About the job

You’ll be responsible for:

Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.
Be among the last line of defense before our core Product and Engineering teams, and 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 resolving customer issues and create our approach to scaling these solutions, partnering with product and Go-To-Market teams.
Orchestrate agentic improvements to our operations that will level-up our entire team.
Foster a supportive and productive work culture within the User Operations team.
Provide support coverage in on call shifts and during holidays and weekends based on business needs.

You might thrive in this role if you have:

Have 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.
Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
Naturally question established norms, skillfully identify root causes, and proactively drive innovation and process improvements.
Are among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry.
Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
Have proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
Have high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization.
Preferred: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.