Senior Support Engineer

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

📋 Description

• Act as a leading technical and troubleshooting authority for OpenAI’s API platform, serving as the final line of defense prior to core Engineering.

• Identify and execute scalable support operations by leveraging automation and AI technologies.

• Set up and utilize monitoring and alerting workflows to identify customer-impacting issues in real-time.

• Collaborate with Engineering on reliability assessments and operational preparedness for features, launches, and key customer requirements.

• Develop and enhance incident response procedures and documentation.

• Examine operational metrics and conduct root-cause analyses of incidents to enhance monitoring dashboards, alert configurations, and support workflows.

• Provide support coverage during weekends and holidays based on business needs.

• Work directly with strategic enterprise customers, product teams, Infrastructure, Engineering, Technical Success, and Support teams.

⛳️ Requirements

• Bachelor’s degree in Computer Science or a related discipline.

• Over 8 years of experience in technical operations roles such as SRE/NOC.

• Proven experience in designing monitoring systems and resolving production issues in fast-paced, mission-critical settings.

• Strong history of troubleshooting complex technical challenges at the systems level.

• In-depth knowledge of monitoring, alerting, and observability best practices.

• Practical experience with metrics, logging, and tracing for distributed systems, including SLIs/SLOs, alert tuning, and dashboard creation.

• Experience leading incident responses for high-severity outages or service disruptions.

• Capable of coordinating incidents in real time, conducting root cause analysis, and facilitating post-mortems and action items.

• Familiarity with industry best practices for incident management and fault diagnosis.

• Proficient in scripting or software engineering, such as Python or comparable languages.

• Understanding of cloud infrastructure and fundamental concepts of distributed systems.

• Knowledge of cloud services, load balancers, databases, and containerized applications.

• Ability to collaborate across functions and articulate technical issues to both engineering and non-technical stakeholders.

• Willingness to provide support coverage during weekends and holidays based on business needs.

🏝️ Benefits

• Option for remote work.

• Reasonable accommodations available for applicants with disabilities.

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