Enterprise Support Engineer

3 weeks ago

London, Greater London, United Kingdom OpenAI Full time

About the Team

The Technical Support team plays a crucial role in ensuring that developers and organizations can effectively build mission-critical solutions utilizing OpenAI models. Our team provides expert technical guidance, resolves intricate issues, and assists clients in maximizing the value and adoption of our advanced models. We collaborate closely with Technical Success, Product, Engineering, and other departments to deliver an exceptional experience to our clients at scale. OpenAI's clientele encompasses a diverse range of backgrounds and maturity levels, from emerging startups to established global corporations.

About the Role

We are seeking a seasoned engineer to work directly with our strategic enterprise clients, addressing some of the most challenging problems encountered by our customers. You will be an integral part of the leading technical troubleshooting team at OpenAI, providing technical guidance to both our clients and Engineering teams in resolving the most complex issues within our environment. Your contributions will be vital in building knowledge within the team and participating in strategic initiatives aimed at organizational and process enhancements. By engaging directly with our most significant clients, you will be pivotal to the success of the most innovative, disruptive, and large-scale AI solutions developed using the OpenAI API platform.

This role is characterized by low volume but high complexity.

Key Responsibilities:

  • Act as the dedicated technical resource and advocate for our most critical API clients, offering in-depth troubleshooting support and educating clients on the effective use of our platforms.
  • Serve as one of the foremost technical and troubleshooting experts for our API platform at OpenAI, acting as the final line of defense before escalation to the core Engineering team.
  • Collaborate with engineering and customer teams to resolve issues, engaging with senior leaders internally or with clients and coordinating resources across multiple teams as necessary.
  • Extract insights from resolving customer issues and devise ways to operationalize those solutions at scale, in partnership with Engineering and our Go-To-Market team.
  • Foster strong relationships with our clients' leaders and operators to ensure the success of their applications.
  • Provide support coverage during holidays and weekends based on business requirements.

You may excel in this role if you:

  • Have over 5 years of experience in technical support engineering or software engineering roles, with a background in application development, preferably in tech startups or dynamic environments.
  • Hold a Bachelor's degree in Computer Science or a related field.
  • Can proactively identify technical challenges in both our and our clients' solutions.
  • Have demonstrated experience in building strong relationships with clients and cross-functionally to drive performance enhancements.
  • Exhibit a humble attitude, a willingness to assist others, and a desire to acquire any necessary knowledge to ensure the success of both your team and our clients.
  • Operate with high energy, adept at frequent context switching and managing multiple projects simultaneously with extensive ownership, while prioritizing effectively.
  • Have experience building and/or shipping prototypes on our API platform, having spent a significant amount of time developing expertise and product intuition in this domain.
  • Prefer short-term projects where you can delve deeply into specific problems rather than long-term solutions spanning several months. You enjoy exploring multiple use cases and understanding the broader landscape while addressing specific issues in depth.
  • Enjoy experimentation and innovation, thriving in novel situations.

Compensation, Benefits, and Perks

This position is with OpenAI UK Ltd., which oversees the hiring and management of this role. Total compensation includes a competitive salary, generous equity, and comprehensive benefits.

  • Private medical insurance covering a percentage of premiums for employees and their dependents.
  • Pension plan with a 4% employer contribution.
  • Generous maternity leave and parental leave policies.
  • Unlimited time off.
  • Annual learning and development stipend.

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