Support Engineer (Post-AGI) - User Operations

About the Team

OpenAI’s User Operations team ensures exceptional customer adoption of AI and product experience. They build the first post-AGI support team, resolving complex issues, providing technical guidance, and maximizing customer value from OpenAI’s products. The team collaborates with Sales, Technical Success, Product, Engineering, and others to deliver scalable, high-quality customer experiences. OpenAI’s customers range from early-stage startups to global enterprises.

About the Role

OpenAI is seeking experienced and curious individuals to tackle complex customer challenges while shaping the future of post-AGI support. This role involves direct customer interaction through support tickets and live calls, troubleshooting high-impact technical issues in a fast-paced environment. As AI adoption accelerates, this work supports mission-critical systems on OpenAI’s platform, acting as a critical defense line for customers operating at scale.

Beyond resolving technical issues, this role focuses on defining world-class support in an AGI-driven future. You’ll partner with Engineering, Product, and Operations to improve systems, reduce bugs, and enhance customer experience. Automation, AI tools, and scripting will transform how support operates at scale.

Note: Each person in this role will work a standard 5x8 schedule, covering one weekend shift per week (e.g., Tuesday–Saturday or Sunday–Thursday).

You’ll be responsible for:

• Troubleshooting and resolving complex technical issues, including API failures, integration challenges, authentication errors, and production incidents. Provide end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.

• Becoming a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.

• Acting as a critical escalation point and line of defense for complex technical issues, partnering with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems. Leverage scripting, AI capabilities, and automation to improve internal tooling and operational workflows.

• Driving operational excellence by identifying automation and AI-powered workflow opportunities, implementing scalable improvements that increase team efficiency, reduce manual effort, and elevate the overall support experience.

• Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.

You might thrive in this role if you have:

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally within high-growth tech startups or fast-paced environments.

• Comfort using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.

• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.

• Polished enterprise communication and the ability to remain calm with high-stakes customers during live incident calls.

• Proven experience building strong relationships with customers and cross-functional partners to drive resolution of complex issues.

• Exceptional critical thinking and problem-solving skills, with the ability to clearly communicate complex technical issues to both customers and internal teams.

• Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek growth opportunities.

• Humble, team-first mindset, genuine eagerness to help others, and curiosity to quickly learn new knowledge to support teammates and customers.

• Bachelor’s degree in Computer Science, Computer Engineering, or another relevant technical field, or equivalent practical experience.