Senior Support Engineer (Remote – Toronto)

About the role

The Senior Support Engineer will work directly with OpenAI’s strategic enterprise customers, providing expert technical guidance and troubleshooting for the API platform. This remote‑first position is based in Toronto and will transition to an on‑site arrangement, supporting high‑impact AI solutions at scale.

Key responsibilities

• Design and operate monitoring, alerting, and incident response processes for top strategic customers.
• Collaborate with Infrastructure and Engineering teams to ensure operational readiness for new features and launches.
• Lead real‑time incident coordination, root‑cause analysis, and post‑mortem actions.
• Automate support workflows using AI and scripting to improve efficiency.

Required profile

• 8+ years in technical operations (SRE/NOC) with a strong software engineering foundation.
• Proven experience handling high‑severity outages and leading incident response.
• Excellent cross‑functional communication skills for both technical and non‑technical stakeholders.

Required skills

• Python (or similar scripting language) for automation.
• Modern monitoring, alerting, and observability practices (metrics, logging, tracing, SLIs/SLOs).
• Experience with cloud infrastructure, load balancers, databases, and containerized applications.
• Strong troubleshooting of distributed systems at the systems level.