Dedicated Support Engineer - Toronto

About the role

OpenAI’s User Operations team is building the first post‑AGI support organization, helping premium customers adopt and scale AI products. As a Dedicated Support Engineer you will work directly with customers on complex, high‑impact technical issues, using logs, telemetry and system‑level investigation to drive resolutions.

Key responsibilities

• Troubleshoot API failures, integration challenges, authentication errors, performance degradation and production incidents for premium customers.
• Provide end‑to‑end technical ownership: analyze logs, reproduce errors, test hypotheses and isolate root causes before escalating.
• Act as a trusted escalation point, coordinating cross‑functional response during high‑impact incidents and ensuring clear communication to stakeholders.
• Develop deep understanding of each customer’s architecture, document context and share insights with Support, Product and Engineering teams.
• Identify emerging risk patterns, create runbooks, and contribute to incident reviews and post‑mortems.

Required profile

• Significant experience in Support Engineering, Solutions Engineering or a similar role diagnosing complex production issues.
• Proven ability to lead incident response, assess severity, coordinate stakeholders and drive root‑cause analysis.
• Comfortable working with incomplete information, thriving in ambiguity and quickly learning new technologies.
• Strong communication skills to convey technical details to engineers, customers and senior leaders.

Required skills

• Python scripting
• JavaScript scripting
• API debugging and troubleshooting
• Log analysis and metrics monitoring
• Distributed systems knowledge
• Cloud infrastructure experience
• Authentication flow analysis
• Automation and tooling development