openai - Dedicated Support Engineer - London

• 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. • 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. • Lead or contribute to incident reviews and postmortems, identify opportunities to prevent recurrence, and track corrective actions through closure. • Translate recurring customer pain into clear, evidence-backed feedback for Product and Engineering, with a particular focus on improving the reliability and performance of existing products, integrations, and deployments. • Turn what you learn from customer investigations into scalable improvements, including troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation. • Help shape the operating model, technical standards, and tooling for Premium Support as the function grows globally. • Have significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues. • Have expert-level troubleshooting skills and a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations. • Are comfortable working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations to understand system behavior and test hypotheses. • Have experience leading or playing a central role in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through. • Can write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools. Experience with Python, JavaScript, or similar languages is valuable. • Can communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders—especially when information is incomplete or evolving. • Build strong, high-trust relationships with customers and cross-functional partners while maintaining clear and scalable ownership boundaries. • Look beyond the immediate issue to identify patterns, improve the system, and prevent the same problem from recurring. • Thrive in ambiguity, update quickly as new information emerges, and are willing to learn whatever is needed to get the job done. • Bring a humble, team-first mindset, strong judgment, and a genuine eagerness to help both customers and colleagues succeed. • Are excited to use OpenAI’s products, agents, and emerging AI capabilities to transform how technical support operates at scale.