Work Type
Remote
Location
Canada
Compensation
CA$200K – CA$290K + equity
About this opportunity
Overview
OpenAI is hiring an AI Support Engineer to help customers resolve complex technical issues and get the most value from OpenAI’s products and platform. This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.
You’ll work directly with customers through support tickets and live calls, troubleshoot high-impact and often ambiguous issues, and partner closely with Engineering, Product, Operations, Sales, and Technical Success to improve the support experience at scale.
What You'll Do
- Diagnose and resolve complex customer issues, including API failures, integration problems, authentication errors, and production incidents.
- Own issues end to end by reviewing logs, analyzing system behavior, reproducing bugs, and delivering technical guidance.
- Serve as a trusted technical resource for OpenAI’s products and platform.
- Act as an escalation point for difficult support cases and work with Engineering to prevent recurring issues.
- Use scripting and AI-enabled tools to improve internal tooling and automate operational workflows.
- Share insights from customer issues with Product and Go-To-Market teams to help shape scaling strategies.
- Identify opportunities for automation and implement scalable improvements that reduce manual effort and improve support efficiency.
- Provide occasional holiday and weekend on-call coverage as needed.
Requirements
- 5+ years of experience in User Operations, Engineering, Support Engineering, or a similar technical role, preferably in fast-paced or high-growth environments.
- Experience using tools such as Codex, ChatGPT, or the OpenAI API to script or build automations, including Python-based workflows.
- Strong SaaS troubleshooting skills and the ability to quickly learn new technologies and complex concepts.
- Polished enterprise communication skills and the ability to stay calm during high-stakes customer incident calls.
- Experience building strong relationships with customers and cross-functional partners to drive resolution.
- Strong critical thinking and the ability to explain technical issues clearly to technical and non-technical audiences.
- Comfort working in ambiguity, adapting quickly, and continuously learning.
- Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
Compensation
CA$200K – CA$290K base salary, plus equity. Total compensation may also include a performance bonus and benefits.
