AI Support Engineer - Toronto (Weekend Shift)

Overview

Provide advanced technical support to customers using OpenAI products and platform. Troubleshoot complex issues through tickets and live calls while improving support operations with automation and AI.

What you'll do

• Troubleshoot API failures, integration challenges, authentication errors, and production incidents.
• Debug logs, analyze system behavior, reproduce issues, and provide technical guidance.
• Serve as an escalation point for complex technical issues and partner with Engineering.
• Use scripting and emerging AI capabilities to improve tooling and automate workflows.
• Partner with Product and Go-To-Market teams to scale solutions from customer learnings.
• Identify and implement AI-powered operational improvements that reduce manual effort.
• Provide occasional holiday and weekend on-call coverage.

What you'll need

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
• Experience scripting or engineering code, such as Python, to automate tasks and integrate tools.
• Expert-level SaaS troubleshooting skills.
• Enterprise communication skills for high-stakes customer incident calls.
• Experience building customer and cross-functional relationships to resolve complex issues.
• Strong critical-thinking and problem-solving skills.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Details

• Remote in Ontario.
• Standard 5x8 work week with one weekend-shift day each week.