Why This Job is Featured on The SaaS Jobs
This AI Support Engineer role sits at a point in the SaaS ecosystem where product capability and customer outcomes are tightly coupled. Supporting OpenAI’s deployed AI products means working with real production usage patterns, novel failure modes, and high expectations for reliability, which is increasingly typical of modern API-first SaaS platforms. The remit also signals a support function that is intertwined with product and engineering feedback loops, not isolated ticket handling.
For a SaaS career, the durable value here is learning how technical support scales when the surface area includes APIs, integrations, and rapidly evolving features. The work naturally builds judgment around incident triage, root cause analysis, and translating customer pain into actionable signals for product and engineering. Experience improving internal tooling and automating repeatable workflows is also highly portable across SaaS companies aiming to reduce support load while maintaining service levels.
This role is best suited to professionals who enjoy ambiguous technical problem spaces and can switch between customer-facing communication and deep troubleshooting. It will fit someone who prefers operational ownership, collaborates comfortably across go-to-market and engineering functions, and is motivated by building repeatable systems rather than relying on one-off fixes.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Team
OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional.We are building the very first post-AGI support team.We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
About the Role
We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers and build our post-AGI support team with us. In this role, you will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and resolving novel, often undefined technical problems while setting a positive precedent for the rest of the team. You’ll partner closely with cross-functional teams to drive initiatives that reduce bugs, improve features, and build the systems that elevate our customer experience. Your work will bring us toward industry-leading response times and service levels, while strengthening our internal customer feedback operations in an increasingly intricate space. You will help scale our support organization by improving operational processes and leveraging our own technology to build the next version of the support team in the new AI world. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI.
If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team
We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
You’ll be responsible for:
Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.
Be among the last line of defense before our 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 our approach to scaling these solutions, partnering with product and Go-To-Market teams.
Orchestrate agentic improvements to our operations that will level-up our 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.
You might thrive in this role if you have:
Have 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.
Have 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.
Are 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.
Have proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
Have high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization.
Preferred: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.
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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.
