AI Support Engineer (Remote, Toronto)

About the role

OpenAI’s User Operations team is building the first post‑AGI support organization to help customers adopt AI safely and effectively. As an AI Support Engineer you will work directly with customers through tickets and live calls, troubleshooting high‑impact technical issues and guiding them to get the most value from OpenAI’s platform.

Key responsibilities

• Diagnose and resolve complex technical problems such as API failures, integration challenges, authentication errors, and production incidents.
• Become a trusted expert on OpenAI products, serving as the go‑to resource for difficult technical questions.
• Act as an escalation point, partnering with Engineering to troubleshoot, resolve, and proactively prevent recurring issues.
• Leverage scripting and emerging AI capabilities (e.g., Codex, ChatGPT) to improve internal tools and automate workflows.
• Capture learnings from customer incidents, scale solutions with Product and Go‑to‑Market teams, and drive operational excellence through automation.
• Provide occasional on‑call coverage for holidays and weekends as needed.

Required profile

• 5+ years of experience in User Operations, Support Engineering, or similar technical roles, preferably in fast‑growth tech environments.
• Comfortable using emerging technologies (Codex, ChatGPT, OpenAI API) and writing Python scripts to automate repetitive tasks.
• Expert‑level SaaS troubleshooting skills with the ability to quickly understand new technologies.
• Polished enterprise communication skills and calm demeanor during high‑stakes incident calls.
• Proven ability to build strong relationships with customers and cross‑functional partners.
• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent practical experience.

Required skills

• Python programming
• OpenAI API usage
• Codex and ChatGPT familiarity
• SaaS troubleshooting
• API debugging and log analysis