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
Work directly with Premium Support customers to troubleshoot their most: complex technical issues, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
Provide end-to-end technical ownership by analyzing logs and system behavior,: reproducing errors, testing hypotheses, and isolating the likely failure domain. Where possible, you’ll identify the root cause before escalating to Engineering; where that is not possible, you’ll provide a clear hypothesis and the evidence needed to accelerate Engineering’s investigation.
Become a trusted expert on OpenAI’s products and systems, serving as a: critical escalation point and a technical backstop for our most strategic customers.
Own the customer-specific response to high-impact incidents. You’ll assess: severity and business impact, initiate the appropriate response path, coordinate cross-functional responders, maintain clear ownership, and ensure issues move through mitigation, resolution, and post-incident follow-through.
Communicate clearly and proactively during periods of uncertainty, providing: accurate updates to customer technical teams, business stakeholders, executives, and internal partners.
Develop a detailed understanding of each customer’s architecture,: integrations, dependencies, critical workloads, and operational constraints. You’ll document this context and make it accessible to Support, Product, and Engineering teams.
What they're looking for
- Partner with Go-to-Market and Technical Success teams to understand the: business importance of customer workloads and ensure that relevant commercial context informs severity, prioritization, and communication without bypassing established support processes.
- Represent Support Engineering in relevant customer meetings, including QBRs,: and partner closely with account teams to communicate technical health, surface risks and blockers early, coordinate follow-up, and provide customers and internal stakeholders with clear, proactive updates.
- Monitor customer integrations and support trends to identify emerging risks,: recurring failure patterns, and readiness gaps before they become major escalations.
- Prepare for important launches, migrations, traffic increases, and business: events by developing account-specific runbooks, validating escalation paths, coordinating support readiness, and providing heightened monitoring where needed.
