OpenAI20.02.2026

Senior Support Engineer - San Francisco

Зарплата не указана

Полная занятостьSan Francisco

Обязанности

01Be among the foremost technical and troubleshooting experts for the OpenAI API platform, acting as the last line of defense before the core Engineering team.
02Proactively identify and implement opportunities to scale support operations using automation and AI advancements, contributing to the future of technical support in an AI-driven era.
03Configure and use advanced monitoring and alerting workflows to proactively detect customer-impacting issues in real time.
04Partner with engineering to contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates, ensuring operational readiness (monitoring, alerting, fallback plans).
05Design and refine incident response processes and documentation across strategic customers, engineering, and support teams.
06Analyze operational metrics and incident root cause analyses to identify improvement areas and recommend enhancements to monitoring dashboards, alert configurations, and support workflows.
07Provide support coverage during holidays and weekends based on business needs.
08Design and run operational processes to monitor top strategic customers and a 24x7 response team, working closely with Infrastructure and Engineering teams to deliver a scalable customer experience.

01Bachelor’s degree in Computer Science or a related field with a strong software engineering foundation.
028+ years of experience in technical operations roles such as SRE/NOC, designing monitoring systems and resolving production issues in fast-paced, mission-critical environments.
03Deep familiarity with modern monitoring, alerting, and observability practices, including hands‑on experience setting up or managing metrics, logging, and tracing for distributed systems (SLIs/SLOs, alert tuning, dashboard creation).
04Proven experience leading incident response for high‑severity outages, performing real‑time coordination, root cause analysis, and driving follow‑ups (post‑mortems, action items) to prevent recurrence.
05Strong skills in scripting or software engineering (e.g., Python) to automate repetitive tasks and integrate tools.
06Solid understanding of cloud infrastructure and distributed systems fundamentals, comfortable working with cloud services, load balancers, databases, and containerized applications.
07Effective cross‑functional collaboration in a high‑trust environment with strong communication skills to explain technical issues to both engineering and non‑technical stakeholders.