AI Support Engineer - Toronto

OpenAI's User Operations team provides exceptional product experiences for customers, ensuring successful adoption of AI. The team resolves complex issues, offers technical guidance, and supports customers in maximizing value from OpenAI's products.

As an AI Support Engineer, you will work directly with customers to troubleshoot and resolve complex technical issues, including API failures, integration challenges, and production incidents. You will be a trusted expert on OpenAI's products and platform, serving as a go-to resource for complex technical issues.

Responsibilities:

• Troubleshoot and resolve complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
• Become a trusted expert on OpenAI's products and platform.
• Serve as a critical escalation point and line of defense for complex technical issues.
• Partner with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience.
• Leverage automation, agents, and AI technology to transform how support operates at scale.
• Identify opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency.
• Provide occasional holiday and weekend support on call coverage, as needed.

Requirements:

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
• Comfortable using emerging technologies, such as Codex, ChatGPT, and OpenAI API, to script or engineer code for automating repetitive tasks.
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication and calm demeanor with high-stakes customers during live incident calls.
• Proven experience building strong relationships with customers and cross-functional partners.
• Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues.
• Bachelor's degree in Computer Science, Computer Engineering, or a relevant technical field.

Benefits:

• Competitive salary
• Opportunities for growth and professional development
• Collaborative and dynamic work environment
• Flexible work arrangements