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Manager, Senior Support Engineering

OpenAI· User Operations
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Dublin, IrelandFull-timePosted 1mo ago

About the role

We are seeking a Support Engineering Manager to build and guide a high-performing team of Senior Support Engineers, own incident management processes, and drive automation-first improvements to scale OpenAI’s technical support for enterprise customers.

Responsibilities

  • Build and lead a team of deeply technical and tenured Senior Support Engineers who bring backgrounds in software engineering, site reliability engineering, and systems architecture and are experts in diagnosing and solving complex issues on OpenAI’s technologies.
  • Own the continuous improvement of our incident management processes, including tooling, automation, and team readiness.
  • Lead strategic workload health monitoring and alerting programs for key enterprise customers, ensuring effective 24x7 operational coverage.
  • Guide the team in designing and implementing automation and internal tools with an AI-first mindset to scale support operations efficiently.
  • Collaborate closely with Engineering, Product, and Go-To-Market teams to escalate, resolve, and prevent high-impact technical issues.
  • Represent Support Engineering in customer conversations and internal forums, driving clarity and alignment on issue resolution and reliability expectations.
  • Shape support operations at scale by contributing to hiring plans and global shift coverage as we expand.
  • Play an active role in the broader Support leadership team, contributing to strategy, operations, and culture beyond your immediate team.

Qualifications

  • 10+ years of experience in technical support engineering, software engineering, site reliability engineering, or a related technical discipline, including hands-on experience supporting production systems at scale.
  • 5+ years of experience managing engineers or leading complex, multi-person technical projects, with clear ownership over delivery, execution, and outcomes.
  • Bring deep technical experience in application development or infrastructure, paired with a strong instinct for operational systems and customer reliability.
  • Strong cross-functional partner with a proven ability to influence engineering and product roadmaps through support-driven insights.
  • Automation-first mindset with a track record of implementing tooling or processes that scale support impact through AI and systems thinking.
  • Ability to thrive in ambiguous environments and balance strategic leadership with a willingness to get into technical details when needed.
  • Energized by customer impact and adept at building trust with strategic accounts during critical issues or periods of transformation.
  • Mission-driven, collaborative, and operates with high integrity and humility.

Skills

Required:Technical leadershipIncident managementAutomation and toolingCross-functional collaborationCustomer relationship management
Last updated Sep 3, 2026. Interested? Apply on the company site.

About OpenAI

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