Dedicated Support Engineer - London

Job summary

Responsibilities

The Support Engineering team works closely with Engineering, Product, Technical Success, Go-to-Market, and other teams to deliver an exceptional experience for our most strategic customers.

• Work directly with Premium Support customers to troubleshoot their most complex technical issues, including API failures, integration challenges, authentication errors…
• Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating the likely failure domain.
• Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and a technical backstop for our most strategic customers.
• Own the customer-specific response to high-impact incidents. You’ll assess severity and business impact, initiate the appropriate response path, coordinate cross-functional…
• Communicate clearly and proactively during periods of uncertainty, providing accurate updates to customer technical teams, business stakeholders, executives, and internal partners.

Tech stack

• Python