Dedicated Support Engineer - San Francisco
Core
Senior Support Engineer for Premium customers, resolving complex technical issues, ensuring system reliability, and driving product improvements for AI infrastructure.
Role type
Senior IC Support Engineer (AI Infrastructure)
Builds
Production support workflows, automation, monitoring, and incident response for OpenAI's API and enterprise integrations.
Domain
Artificial Intelligence, Cloud Infrastructure, Distributed Systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Complex technical troubleshooting, Root cause analysis, Incident management, System architecture understanding, Log/metrics/traces analysis, Cross-functional coordination, Technical documentation, Scripting/automation
Preferred skills
Python, JavaScript, Experience with APIs and authentication flows, Experience with SRE or Technical Operations, Experience with AI/LLM products
Technologies
Python, JavaScript, Logs, Metrics, Traces, APIs, Cloud Infrastructure
Responsibilities
Troubleshoot complex production issues (API failures, integration challenges, performance degradation) for Premium customers. Analyze logs and system behavior to isolate failure domains and drive resolution. Own customer-specific response to high-impact incidents, including severity assessment and cross-functional coordination. Monitor customer integrations to identify emerging risks and failure patterns. Develop account-specific runbooks and support readiness plans for launches and migrations. Translate recurring customer pain points into feedback for Product and Engineering. Lead or contribute to incident reviews and postmortems. Turn investigation learnings into scalable improvements (troubleshooting guides, internal tooling, automation).