OpenAI
More roles at OpenAIAI Support Engineer - Toronto
Remote role where the employee must remain based in a particular country.
Listed for Canada
Source: the job board's country tag. The advert itself does not name Canada.
Employer listed it 2 months ago · Added 2 weeks ago
Been open since 2 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
$200k to $290k per year
Location
Listed for Canada
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
Published by the employer
What the advert says
Quoted word for word from the employer's advert. Where it says nothing, we say so.
- Working hours
- Not mentioned in the advert
- Where you can work from
This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.
- Contract
- Not mentioned in the advert
- Experience asked for
Have 5+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
- Pay
- Not mentioned in the advert
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Canada. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Ontario - Remote, Remote"
- Job description states: "US-based"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
Before you apply
Experience: employer states
Written as a requirement
- “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.”
Written as a nice-to-have
- “Have 5+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.”
Questions worth asking: Nomaders interpretation
- The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.
Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.
About the role
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’re looking for dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers while building the future of post-AGI support alongside us. In this role, you’ll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in one of the fastest-moving environments in technology. As AI adoption rapidly accelerates, the work you do will directly support mission-critical systems being built on OpenAI’s platform, serving as a critical line of defense for customers operating at massive scale.
Beyond resolving technical issues, you’ll help define what world-class support looks like in an AGI-driven future. You’ll partner closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale.
This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.
In this role, you will:
Work directly with customers to troubleshoot and resolve their most complex technical issues, including API failures, integration challenges, authentication errors, and production incidents. Providing end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.
Become a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
Serve as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
Take learnings from resolving customer issues and creating our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
Drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
Provide occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.
You might thrive in this role if you:
Have 5+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
Polished enterprise communication and are calm with high-stakes customers during live incident calls.
Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
Bring a humble, team first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed.
Have a bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
About OpenAI
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at OpenAI, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 17d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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