Dedicated Support Engineer - London

About the role

OpenAI's Support Engineering team supports its most strategic Premium Support customers, combining deep technical troubleshooting with durable customer context and proactive reliability work. The role sits within the User Operations team, which builds the first post-AGI support team, and works closely with Engineering, Product, Technical Success, Go-to-Market and others. It is based in London.

Key responsibilities

• Troubleshoot complex technical issues for Premium Support customers, such as API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation and production incidents.
• Analyze logs and system behavior, reproduce errors and test hypotheses, isolating the failure domain and identifying the root cause before escalation where possible.
• Own the response to high-impact incidents: assess severity and business impact, coordinate responders, and drive issues through mitigation, resolution and post-incident follow-through.
• Communicate clearly and proactively with customer technical teams, business stakeholders and executives, especially when information is incomplete.
• Document each customer's architecture, integrations, dependencies and constraints, making it available to Support, Product and Engineering.
• Partner with Go-to-Market and Technical Success on workload importance, and represent Support Engineering in customer meetings such as QBRs.
• Monitor integrations and support trends to spot emerging risks and failure patterns, and prepare for launches, migrations and traffic increases with account-specific runbooks and escalation paths.
• Lead or contribute to incident reviews and postmortems, and turn customer pain points into feedback for Product and Engineering.
• Build scalable improvements such as troubleshooting guides, monitoring, internal tooling, support workflows and AI-powered automation, and help shape the Premium Support operating model.

Required profile

• Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture or a similar role involving hands-on diagnosis of complex production issues.
• Expert troubleshooting skills and a track record resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure and enterprise integrations.
• Experience leading or playing a central role in customer-impacting incidents, including severity assessment, root-cause analysis and stakeholder communication.
• Comfortable working with logs, metrics, traces, API requests, authentication flows and customer-provided code or configuration.
• Ability to write code or scripts to reproduce issues, interrogate systems and automate work; Python, JavaScript or similar is valuable.
• Strong communication with engineers, customer teams, business stakeholders and senior leaders, and the ability to thrive in ambiguity.