Senior Support Engineer - Toronto

We are looking for a Senior Support Engineer to collaborate directly with our strategic enterprise accounts and product teams, helping solve some of the most difficult problems faced by our Customers. You will be part of the best technical troubleshooting team at OpenAI, and our Customers and Engineering teams will look to you for technical guidance in addressing the most technically difficult issues in our environment.

Responsibilities

Be among the foremost technical and troubleshooting experts for our API platform at OpenAI; Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies; Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues in real time; Contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates; Design and refine incident response processes and documentation; Analyze operational metrics and incident RCAs to identify areas for improvement; Provide support coverage during holidays and weekends based on business needs

Requirements

Bachelor's degree in Computer Science or a related field; Strong software engineering foundation; 8+ years of experience in technical operations roles such as SRE/NOC, designing monitoring systems and resolving production issues in fast-paced and mission-critical environments; Deep familiarity with modern monitoring, alerting, and observability practices; Proven experience leading incident response for high-severity outages or service disruptions; Strong skills in scripting or software engineering (e.g., Python or similar); Solid understanding of cloud infrastructure and distributed systems fundamentals; Effective at working cross-functionally in a high-trust environment