Customer Support Engineer role is integral to ensuring that customers have an exceptional experience with OpenAIs products. This position is part of the User Operations team, which works closely with Sales, Technical Success, Product, and Engineering teams to resolve complex issues and provide technical guidance.

🛠️ Key Responsibilities

• Direct Customer Interaction: Engage with customers through support tickets and Slack messages to troubleshoot complex issues and provide guidance on using OpenAI platforms.
• Technical Expertise: Act as a subject matter expert on OpenAI products, serving as the last line of defense before escalation to core Product and Engineering teams.
• Cross-Functional Collaboration: Partner with engineering and customer teams to resolve issues, engaging with senior leaders and coordinating resources as needed.
• Operational Improvements: Learn from customer issues to inform and scale solutions, collaborating with Engineering and Go-To-Market teams.
• Team Culture: Foster a supportive and productive work culture within the User Operations team.
• Support Coverage: Provide support coverage during on-call shifts, holidays, and weekends based on business needs.

✅ Qualifications

• Experience: Over 5 years in user operations, technical support, or support engineering roles, ideally in tech startups or fast-paced environments.
• Problem-Solving Skills: Strong ability to comprehend and communicate complex technical issues.
• Proactive Identification: Ability to identify pain points in solutions and proactively address them.
• Relationship Building: Proven experience in building strong relationships with customers and cross-functional teams.
• Adaptability: Operate with high efficiency, adept at frequent context switching and managing multiple projects simultaneously.
• Attitude: Humble, eager to help others, and willing to acquire new knowledge to ensure team and customer success.

📍 Location & Compensation

• Location: San Francisco, CA, with a hybrid work model requiring 3 days in the office per week.
• Compensation: $180K – $235K annually.
• Relocation Assistance: Available for new employees.

About company

Founded in the year 2000, we believe in business process excellence. So, its a no-brainer that, we believe in quality over quantity. Developing and transforming customer data that serves the entire customer lifecycle is our niche and we take pride in bringing you unparalleled expertise through our team of 17,000+ professionals across 9 delivery centers, worldwide. We focus primarily on Customer Experience (CX) which is why our staff and customer retention rates are among the highest in the industry.