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About the Team
The Technical Support division is dedicated to ensuring that developers and enterprises can effectively build mission-critical solutions utilizing OpenAI models. Our team provides expert technical guidance, resolves intricate issues, and assists customers 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 customers 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 accounts, addressing some of the most challenging problems faced by our clients. You will be an integral part of the premier technical troubleshooting team at OpenAI, where both our customers and engineering teams will rely on your expertise to tackle the most complex issues within our environment. Your role will be vital in fostering knowledge within the team and contributing to strategic initiatives aimed at organizational and process enhancements. By engaging directly with our most significant customers, you will play a crucial role in the success of innovative, disruptive, and high-scale AI solutions developed with the OpenAI API platform.
The nature of this position will involve low volume but high complexity tasks.
Key Responsibilities
- Act as the dedicated technical resource and advocate for our most critical API customers, offering in-depth troubleshooting support and educating clients on the utilization of our platforms.
- Serve as one of the leading 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 determine how to operationalize those solutions at scale, in collaboration with Engineering and our Go-To-Market team.
- Cultivate strong relationships with our customers' leaders and operators to ensure the success of their applications.
- Provide support coverage during holidays and weekends based on business requirements.
Ideal Candidate Profile
- Possess 5+ years of experience in technical support engineering or software engineering roles, with application development experience, preferably in technology startups or fast-paced environments.
- Hold a Bachelor's degree in Computer Science or a related field.
- Demonstrate the ability to proactively identify technical challenges in our and our customers' solutions.
- Have a proven track record of building strong relationships with customers 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 customers.
- 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, with a significant amount of time spent developing expertise and product intuition in the field.
- Prefer short-term projects where you can delve deeply into specific problems rather than long-term solutions over many months. You enjoy exploring multiple use cases, comprehending the broader landscape while addressing specific issues in depth.
- Enjoy experimentation and innovation, thriving in novel situations.
Compensation, Benefits, and Perks
This position offers competitive compensation, including a generous salary, equity, and benefits package.
- Comprehensive medical insurance covering a percentage of premiums for employees and their dependents.
- Pension plan with a 4% employer contribution.
- Generous maternity and parental leave policies.
- Unlimited vacation policy.
- Annual learning and development stipend.
