AI Support Engineer – Weekend Shift

This is a fully remote position, open to applicants in Canada.

📋 Description

• Interact directly with customers through support tickets and live calls.

• Diagnose and resolve intricate technical issues, such as API failures, integration difficulties, authentication problems, and production incidents.

• Take full ownership from debugging logs, analyzing system behavior, reproducing issues, to providing expert guidance.

• Establish yourself as a trusted expert and essential resource for OpenAI’s products and platform.

• Act as a crucial escalation point and safeguard for complex technical challenges.

• Collaborate with customers and Engineering teams to troubleshoot, resolve, and proactively mitigate recurring issues.

• Leverage scripting and emerging AI technologies to enhance internal tools and automate operational processes.

• Document insights gained from customer issue resolution and assist in scaling solutions with Product and Go-To-Market teams.

• Identify opportunities for automation and AI-driven workflows, implementing scalable enhancements.

• Minimize manual tasks and enhance the overall support experience.

• Provide occasional on-call support during holidays and weekends as required.

⛳️ Requirements

• Over 8 years of experience in User Operations, Engineering, Support Engineering, or comparable technical roles.

• Ideally experienced within high-growth tech startups or other fast-paced environments.

• Proficient with emerging technologies such as Codex, ChatGPT, and the OpenAI API for scripting or coding, e.g., Python.

• Advanced SaaS troubleshooting capabilities.

• Quick learner with the ability to grasp new technologies and complex concepts efficiently.

• Strong communication skills suitable for enterprise contexts.

• Ability to remain composed with high-stakes customers during live incident calls.

• Demonstrated experience in building robust relationships with customers and cross-functional teams to resolve intricate issues.

• Outstanding critical thinking and problem-solving abilities.

• Skillful in conveying complex technical issues clearly to customers and internal teams.

• Adaptable in ambiguous situations, eager to learn continuously, and seek growth opportunities.

• Humble, team-oriented mindset with a willingness to assist teammates and customers.

• Bachelor’s degree in Computer Science, Computer Engineering, or another relevant technical field, or equivalent practical experience.

• Availability to work a standard 5x8 work week, including one weekend shift each week.

• Authorized to work in Canada.

🏝️ Benefits

• Occasional holiday and weekend on-call support coverage, as needed.

• Reasonable accommodations for applicants with disabilities.

• Immigration and sponsorship assistance may be provided based on individual circumstances.