Summary

This role provides technical support to OpenAI’s Premium Support customers, troubleshooting complex production issues and coordinating incident response. The support engineer investigates customer architectures and integrations, monitors for risks, and develops runbooks and preventive improvements. The role is based in London; no working arrangement is specified.

Responsibilities

• Diagnose complex customer production issues
• Analyze logs and reproduce technical failures
• Coordinate customer incident mitigation and resolution
• Monitor integrations for recurring failure patterns
• Prepare account-specific launch and migration runbooks
• Document customer architecture and operational constraints
• Translate recurring issues into product feedback