Dedicated Support Engineer - Toronto

📋 Description

• Work directly with Premium Support customers to troubleshoot their most complex technical issues
• Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors
• Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point
• Own the customer-specific response to high-impact incidents, including severity assessment
• Communicate clearly and proactively during periods of uncertainty, providing accurate updates to
• Develop a detailed understanding of each customer’s architecture, integrations, dependencies

🎯 Requirements

• Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or
• Expert-level troubleshooting skills and a strong track record of resolving ambiguous technical
• Comfortable working with logs, metrics, traces, API requests, authentication flows, and
• Experience leading or playing a central role in customer-impacting incidents, including severity
• Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive
• Experience with Python, JavaScript, or similar languages.