The opportunity
OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team.
What you'll do
Working directly with customers to troubleshoot and resolve their most: complex technical issues, including API failures, integration challenges, authentication errors, and production incidents. Providing 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.
Serving as a critical escalation point and line of defense for complex: technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
Taking learnings from resolving customer issues and creating our approach to: scaling these solutions, partnering with Product and Go-To-Market teams.
Driving operational excellence by identifying opportunities for automation: and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
Providing occasional holiday and weekend support on call coverage, as needed,: to support business and customer needs.
What they're looking for
- Have 8+ years of experience in User Operations, Engineering, Support: Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
- Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API,: etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
- Have expert-level SaaS troubleshooting skills with the ability to rapidly: understand new technologies and complex concepts.
- Polished enterprise communication and are calm with high-stakes customers during live incident calls
