Senior Support Engineer - San Francisco
About the Team The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models. We provide technical guidance, resolve complex issues and support customers in maximizing value and adoption from deploying our highly-capable models.
What this role actually needs.
About the Team The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models. We provide technical guidance, resolve complex issues and support customers in maximizing value and adoption from deploying our highly-capable models. Responsibilities: - Be among the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team. - Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies. Contribute to shaping the future of technical support in an AI-driven era. - Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues in real time. - In partnership with engineering, contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates. Ensure that operational readiness (monitoring, alerting, and fallback plans) is in place for any such changes. - Design and refine incident response processes and documentation across strategic customers, engineering and support teams. - Analyze operational metrics and incident RCAs to identify areas for improvement. Proactively recommend and implement enhancements to monitoring dashboards, alert configurations, and support workflows. Company context: OpenAI builds frontier AI systems, research infrastructure, and applied products for developers, enterprises, and global users.
Day-to-day expectations
OpenAI lists these responsibilities for the Senior Support Engineer - San Francisco role.
- Be among the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team.
- Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies. Contribute to shaping the future of technical support in an AI-driven era.
- Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues in real time.
- In partnership with engineering, contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates. Ensure that operational readiness (monitoring, alerting, and fallback plans) is in place for any such changes.
- Design and refine incident response processes and documentation across strategic customers, engineering and support teams.
- Analyze operational metrics and incident RCAs to identify areas for improvement. Proactively recommend and implement enhancements to monitoring dashboards, alert configurations, and support workflows.
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On-site roles in San Francisco should be compared against commute, local salary bands, and nearby employer demand.
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Source: jobs.ashbyhq.com · Source ID: 5431666c-530b-49c0-b67e-32477f9eaf5e · Confidence: 97/100 · Last checked: May 7, 2026
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