Senior Support Engineer - Toronto
OpenAI · Remote · Ontario - Remote ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Senior level role
- Toronto based
- Transitioning to onsite
- Python scripting
- Incident response
Join the Senior Support Engineering team to help developers and enterprises build mission-critical solutions with OpenAI models. You will serve as a technical expert for strategic customers, resolving complex issues and collaborating with Engineering and Product teams to ensure reliable API performance.
This position focuses on low-volume, high-difficulty problems. You will design operational processes, implement automation, and manage incident responses to scale support operations effectively.
What you'll do
- Serve as the final technical escalation point before core Engineering for API issues
- Design and run operational processes for monitoring top strategic customers
- Implement automation and AI tools to scale support operations
- Configure advanced monitoring and alerting workflows to detect issues in real time
- Partner with engineering on reliability reviews and operational readiness for new features
- Analyze operational metrics and incident RCAs to improve support workflows
- Provide support coverage during holidays and weekends as needed
What you'll need
- Bachelor’s degree in Computer Science or related field
- 8+ years in technical operations roles like SRE or NOC
- Strong track record troubleshooting complex systems-level problems
- Deep familiarity with modern monitoring, alerting, and observability practices
- Experience leading incident response for high-severity outages
- Proficiency in scripting or software engineering, such as Python
- Solid understanding of cloud infrastructure and distributed systems
- Strong communication skills for cross-functional collaboration
Stack
- Python
- OpenAI API
- Cloud services
- Distributed systems
- Monitoring tools
How you'll work
- Currently remote in Toronto
- Expected to transition to in-office
- Includes holiday and weekend coverage