Dedicated Support Engineer - London
Core
Serve as a trusted technical partner for Premium Support customers, resolving complex production issues, ensuring system resilience, and driving product reliability improvements.
Role type
Senior Support Engineer (AI Infrastructure & APIs)
Builds
Customer-specific runbooks, automation tools, monitoring solutions, and scalable support workflows for OpenAI's AI products.
Domain
Artificial Intelligence, Cloud Infrastructure, Distributed Systems
Required skills
Expert troubleshooting of complex production issues, systems-level investigation using logs/telemetry, root cause analysis, incident management, cross-functional coordination, technical documentation, Python/JavaScript scripting, API integration knowledge.
Preferred skills
Experience with AI agents, building internal tooling, translating customer pain points into product feedback, shaping operating models.
Responsibilities
Troubleshoot complex technical issues (API failures, integration challenges, production incidents) for strategic customers; analyze logs and system behavior to isolate failure domains; own response to high-impact incidents including severity assessment and stakeholder communication; develop account-specific runbooks and monitoring strategies; lead incident reviews and postmortems; translate recurring issues into feedback for Product and Engineering; build automation and internal tools to improve support efficiency. (via careerplan.io/jobs/310bba8b-1fb6-4e38-bd0b-9d83b712d240-dedicated-support-engineer-london-at-openai)
Seniority
Senior, hands-on IC
