About This Role
This engineering role focuses on solving complex technical problems for customers adopting AI, while providing technical guidance and helping them maximize value from OpenAI products. The role suits a dedicated and experienced individual who thrives in a fast-paced environment and wants to help build a post-AGI support team.
Responsibilities
- Work directly with customers, solving their most complex problems and providing ownership and education on the use of the platforms
- Be among the foremost experts on everything related to OpenAI products, even where AI does not have the answer
- Be among the last line of defense before the core Product and Engineering teams, and partner with engineering and customer teams to resolve issues
- Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes
- Take learnings from resolving customer issues and create an approach to scaling these solutions, partnering with product and Go-To-Market teams
- Orchestrate agentic improvements to operations that will level-up the entire team
- Foster a supportive and productive work culture within the User Operations team
- Provide support coverage in on call shifts and during holidays and weekends based on business needs
Requirements
- 5 years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments
- Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools
- Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts
- Naturally question established norms, skillfully identify root causes, and proactively drive innovation and process improvements
- Among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry
- Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth
- Proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues
- Humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge is missing to make both the team and customers succeed
- High horsepower, adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization
- Fully fluent in English (spoken and written)
Important Details
- Work format: hybrid (3 days in the office per week)
- Relocation assistance offered to new employees
