Senior Support Engineer - Toronto
Core
Senior Support Engineer acting as the last line of defense for OpenAI's API platform, designing operational processes and resolving complex, high-severity issues for strategic enterprise customers.
Role type
Senior IC Site Reliability Engineer / Technical Support Lead
Builds
Operational readiness, monitoring workflows, and incident response processes for the OpenAI API platform
Domain
AI Infrastructure / Cloud Operations
Deliverable
production ML models | infrastructure
Required skills
Distributed systems troubleshooting, incident response leadership, monitoring and observability, Python scripting, cloud infrastructure management, root cause analysis
Preferred skills
Automation of support operations, SLI/SLO definition, cross-functional coordination
Technologies
Python, Cloud services, Load balancers, Databases, Containerized applications
Responsibilities
Design and run operational processes to monitor top strategic customers; Configure advanced monitoring and alerting workflows; Lead incident response for high-severity outages; Analyze operational metrics and incident RCAs; Contribute to reliability reviews for new features; Provide support coverage during holidays and weekends
Seniority
Senior, hands-on IC