AI Support Engineer - San Francisco (Weekend Shift)

About the Team 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. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. About the Role We’re looking for dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers while building the future of post-AGI support alongside us. In this role, you’ll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in one of the fastest-moving environments in technology. As AI adoption rapidly accelerates, the work you do will directly support mission-critical systems being built on OpenAI’s platform, serving as a critical line of defense for customers operating at massive scale. Beyond resolving technical issues, you’ll help define what world-class support l [... source excerpt omitted ...] customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale. You’ll be responsible for: 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 [... source excerpt omitted ...] 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. Note: each person in this role w