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Added 1 hour ago
Lead AI Platform Engineer | Digital-First Canadian Bank | Toronto Hybrid
Deep Native
Toronto, ON
Contract
We’re hiring a Lead AI Platform Engineer for a Canadian banking client with a strong digital focus. The role sits within AI Platform Operations and supports the administration, governance…
Added 5 hours ago
Senior Cloud Security Engineer ( Global Security)
RBC
Vancouver, BC · Toronto, ON
Full-time
The AWS Security Controls team within Cloud Security Engineering is working on several exciting initiatives to further secure RBC’s AWS environment. In this role as a Senior Cloud Security…
Added 6 hours ago
Senior Data Engineer
HOOPP (Healthcare of Ontario Pension Plan)
Toronto, ON · CA ON Toronto
$103,000 to $153,000 CAD / year
Full-time
Our Enterprise Data Platform team builds and operates the cloud data platform that powers analytics, reporting, and AI across HOOPP. As a Senior Data Engineer, reporting to the Senior…
Added 7 hours ago
Senior Data Platform Engineer
Norton Rose Fulbright
Toronto, ON · Calgary, AB
Full-time
The Senior Data Platform Engineer will act as a technical lead for our technologies in any project or initiative, and is responsible for designing, developing, implementing, and supporting…
Added 7 hours ago
Senior Software Engineer
Dye & Durham Talent Team
Montreal, QC
We are looking for a Senior Software Engineer who will be responsible for developing, maintaining, and enhancing in-house software applications that are critical to business operations and…
Added 7 hours ago
Founding Staff Platform Engineer
Clutch Technologies Inc.
Toronto, ON
Experience operating as a Staff Engineer, Technical Lead, or senior individual contributor driving technical strategy across multiple teams.
Added 8 hours ago
Windows Engineer II
TD
Toronto, ON
Full-time
We are seeking an experienced Senior Windows Engineer to join our Windows Engineering team. The successful candidate will be responsible for developing enterprise Windows standards,…
Added 8 hours ago
Senior Manager, Engineering
TD
Toronto, ON
Full-time
The Senior Manager, Engineering role requires in-depth experience in building enterprise scaled cloud platforms, enabling cloud services and compute capabilities, and codifying patterns for…
Added 8 hours ago
Senior AI Full‑Stack Engineer
Manulife
Waterloo, ON
Full-time
We are seeking a Senior Full‑Stack AI Engineer to help shape how modern AI‑driven software is built, deployed, and scaled. In this role, you will work at the intersection of cloud…
Added 8 hours ago
Senior Software Engineer
Microsoft
Vancouver, BC
Full-time
Within the Azure Monitor team, we are looking for a Senior Software Engineer to help build and evolve the Azure Monitor backend systems. This role is ideal for someone who can own…
Added 8 hours ago
Software Development Engineer - Agent Factory
Workday
Vancouver, BC · Canada, BC, Vancouver
Full-time
Agent Factory is where Workday’s next chapter gets built. We’re forming small, senior, cross-functional AI teams that bring together product leaders, machine learning engineers, and…
Added 8 hours ago
Team Lead, AI Engineering
The Citco Group Limited
Halifax, NS
Full-time
…development centres, Citco invests heavily in technology development, security, and infrastructure to ensure our clients continue to receive award-winning products that underpin our…
Added 8 hours ago
Senior AI Engineer
The Citco Group Limited
Halifax, NS
Full-time
You will work as part of a cross-functional agile team to design, build and support secure, cloud-native and AI-enabled applications. In this senior role, you will lead the technical design…
Added 9 hours ago
Senior Software Engineer
GRICS
Montreal, QC
Full-time
Role Description The Senior Software Engineer will design, develop, and maintain robust software solutions that support education-focused digital products and services. This full-time,…
Added 10 hours ago
Senior Product Security Engineer
Jobgether
Canada
Full-time
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Security Engineer based in Canada
Added 10 hours ago
Director AI Engineering
CGI
Toronto, ON
Full-time
…engineering team will report to this role, including Forward Deployed Engineer / AI Co-op, Agentic AI Engineers, Founding AI Engineers, and the Distinguished AI…
Added 11 hours ago
Senior Consultant - GCP Cloud Infrastructure Architect
Deloitte
Toronto, ON
Full-time
GCP certification (Professional Cloud Architect, Professional Cloud Network Engineer, or Professional Cloud Security Engineer).
Added 11 hours ago
Senior Consultant - GCP Data & AI Architect
Deloitte
Toronto, ON
Full-time
This is a Senior Consultant role: 7–10 years of total experience with 4–6 years hands-on on Google Cloud (or equivalent cloud with a credible GCP transition path). You will lead workstreams…
Added 11 hours ago
Senior Consultant - GCP Agent Platform Architect
Deloitte
Toronto, ON
Full-time
This is a Senior Consultant role: 7–10 years of total experience with 4–6 years hands-on on Google Cloud (or equivalent cloud with a credible GCP transition path). You will lead workstreams…
Added 11 hours ago
Data Engineer Sr
Insight
Toronto, ON
Full-time
We are seeking a Senior Data Engineer to design, build, and optimize modern data platforms that enable analytics, reporting, operational intelligence, and AI-driven solutions.
Added 11 hours ago
Senior Azure engineer
Manx Telecom Enterprise
Permanent North American Gaeltacht, ON
Full-time
The Senior Azure Engineer (Azure Consultant) is a key technical role responsible for designing, delivering, and supporting modern cloud and hybrid IT platforms for our customers. This…
Added 11 hours ago
Senior Infrastructure Engineer (Linux & Cloud Automation)
Manx Telecom Enterprise
Permanent North American Gaeltacht, ON
Full-time
Job Details: Senior Infrastructure Engineer (Linux & Cloud Automation)
Added 11 hours ago
Software Development Engineer - Agent Factory
Workday
Vancouver, BC
Full-time
Agent Factory is where Workday’s next chapter gets built. We’re forming small, senior, cross-functional AI teams that bring together product leaders, machine learning engineers, and…
Added 12 hours ago
DevOps Manager
Raise
Calgary, AB
Contract
The Senior DevOps Engineer with Release Coordination experience to join our client’s technology team. In this critical role, you will help support and empower executive DevOps initiatives,…
Added 12 hours ago
Cloud Security Architect
Affinity
Vancouver, BC
Contract
On behalf of our public-sector client, Affinity is seeking a Cloud Security Architect to provide senior cloud security architecture, governance and advisory expertise in support of a cloud…

OpenAI

Dedicated Support Engineer - Toronto

Canada

Job type: Full-time
Posting language: English
Posted: Sep 25, 2026

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Original job description

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

About the Role

The Support Engineering team works closely with Engineering, Product, Technical Success, Go-to-Market, and other teams to deliver an exceptional experience for our most strategic customers. We combine deep technical troubleshooting with durable customer context, proactive reliability work, and clear ownership during critical moments. We use automation, agents, and our own technology to help build the future of technical support.

We’re looking for experienced, deeply curious technical problem-solvers to serve as trusted support partners for our Premium Support customers. You’ll work directly with customers on novel, ambiguous, and high-impact technical issues, using logs, telemetry, reproduction, and systems-level investigation to isolate causes and drive issues toward resolution.

Beyond resolving individual issues, you’ll use your deep understanding of OpenAI’s infrastructure and products, together with each customer’s architecture and operating context, to anticipate risk and make their workloads more resilient over time. You’ll proactively monitor integrations, identify emerging failure patterns and architectural breakpoints, and work with customers and internal teams to address them before they become incidents. Success means that as a customer’s workloads mature and scale, the day-to-day effort required to support them decreases through better monitoring, runbooks, automation, and preventative improvements.

This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.

In this role, you will:

Work directly with Premium Support customers to troubleshoot their most complex technical issues, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents.
Provide end-to-end technical ownership by analyzing logs and system behavior, reproducing errors, testing hypotheses, and isolating the likely failure domain. Where possible, you’ll identify the root cause before escalating to Engineering; where that is not possible, you’ll provide a clear hypothesis and the evidence needed to accelerate Engineering’s investigation.
Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and a technical backstop for our most strategic customers.
Own the customer-specific response to high-impact incidents. You’ll assess severity and business impact, initiate the appropriate response path, coordinate cross-functional responders, maintain clear ownership, and ensure issues move through mitigation, resolution, and post-incident follow-through.
Communicate clearly and proactively during periods of uncertainty, providing accurate updates to customer technical teams, business stakeholders, executives, and internal partners.
Develop a detailed understanding of each customer’s architecture, integrations, dependencies, critical workloads, and operational constraints. You’ll document this context and make it accessible to Support, Product, and Engineering teams.
Partner with Go-to-Market and Technical Success teams to understand the business importance of customer workloads and ensure that relevant commercial context informs severity, prioritization, and communication without bypassing established support processes.
Represent Support Engineering in relevant customer meetings, including QBRs, and partner closely with account teams to communicate technical health, surface risks and blockers early, coordinate follow-up, and provide customers and internal stakeholders with clear, proactive updates.
Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become major escalations.
Prepare for important launches, migrations, traffic increases, and business events by developing account-specific runbooks, validating escalation paths, coordinating support readiness, and providing heightened monitoring where needed.
Lead or contribute to incident reviews and postmortems, identify opportunities to prevent recurrence, and track corrective actions through closure.
Translate recurring customer pain into clear, evidence-backed feedback for Product and Engineering, with a particular focus on improving the reliability and performance of existing products, integrations, and deployments.
Turn what you learn from customer investigations into scalable improvements, including troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation.
Help shape the operating model, technical standards, and tooling for Premium Support as the function grows globally.

You might thrive in this role if you:

Have significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues.
Have expert-level troubleshooting skills and a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
Are comfortable working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations to understand system behavior and test hypotheses.
Have experience leading or playing a central role in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through.
Can write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools. Experience with Python, JavaScript, or similar languages is valuable.
Can communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders - especially when information is incomplete or evolving.
Build strong, high-trust relationships with customers and cross-functional partners while maintaining clear and scalable ownership boundaries.
Look beyond the immediate issue to identify patterns, improve the system, and prevent the same problem from recurring.
Thrive in ambiguity, update quickly as new information emerges, and are willing to learn whatever is needed to get the job done.
Bring a humble, team-first mindset, strong judgment, and a genuine eagerness to help both customers and colleagues succeed.
Are excited to use OpenAI’s products, agents, and emerging AI capabilities to transform how technical support operates at scale.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form. No response will be provided to inquiries unrelated to job posting compliance.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

OpenAI Global Applicant Privacy Policy

At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.

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More about this job

Responsibilities

You will troubleshoot complex technical issues for strategic customers, including API failures and production incidents, while providing end-to-end technical ownership. Additionally, you will proactively monitor integrations and collaborate with internal teams to improve system reliability and performance.

Requirements

The role requires significant experience in Support or Solutions Engineering with expert-level troubleshooting skills across distributed systems and cloud infrastructure. Candidates must be proficient in languages like Python or JavaScript and possess strong communication skills to manage high-impact incidents.

Skills

Technical Troubleshooting
API
Distributed Systems
Cloud Infrastructure
Enterprise Integrations
Python
JavaScript
Incident Management
Root Cause Analysis
Telemetry
Automation
Customer Success
Systems Architecture
Data Analysis
Communication

Visa sponsorship

Not detected in the job text

Keywords

Support Engineering
Solutions Engineering
Solutions Architecture
API
Distributed Systems
Cloud Infrastructure
Enterprise Integrations
Python
JavaScript
Telemetry
Automation
Incident Management
Root Cause Analysis
Postmortem
QBR
Technical Support
Reliability
Monitoring
Authentication
Performance Degradation
Runbooks
Customer Success
Stakeholder Management
System Architecture
Data Analysis

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