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Dedicated Support Engineer - Dublin

OpenAI· User Operations
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Dublin, IrelandFull-timePosted 3w ago

About the role

OpenAI seeks an experienced Support Engineer to work with Premium Support customers, solving complex technical issues, owning incidents, and driving scalable improvements across OpenAI’s infrastructure and products. This role focuses on deep technical troubleshooting, customer collaboration, and proactive reliability work to reduce ongoing support effort as workloads mature.

Responsibilities

  • 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; identify root cause where possible and escalate with clear evidence when not.
  • Become a trusted expert on OpenAI’s products and systems, serving as a technical escalation point for strategic customers.
  • Own customer-specific response to high-impact incidents: assess severity, initiate appropriate response, coordinate cross-functional responders, and ensure resolution and post-incident follow-through.
  • Communicate clearly during uncertainty with customers, business stakeholders, executives, and internal partners.
  • Develop understanding of each customer’s architecture, dependencies, and operational constraints; document context for support, product, and engineering teams.
  • Collaborate with Go-to-Market and Technical Success teams to align severity and prioritization with business context while following established support processes.
  • Represent Support Engineering in customer meetings (e.g., QBRs) and coordinate follow-up with account teams.
  • Monitor customer integrations and support trends to identify risks and readiness gaps before escalations.
  • Prepare for launches, migrations, traffic increases, and events by developing runbooks and coordinating support readiness.
  • Lead or contribute to incident reviews and postmortems; track corrective actions to closure.
  • Translate recurring customer pain into feedback for Product and Engineering to improve reliability and performance.
  • Develop scalable improvements (troubleshooting guides, monitoring, tooling, automation) from customer investigations.
  • Help shape operating model, standards, and tooling for Premium Support as the function grows globally.

Qualifications

  • Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or similar roles involving hands-on diagnosis of complex production issues.
  • Expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • Comfort with logs, metrics, traces, API requests, authentication flows, and customer-provided code/configs to understand system behavior.
  • Experience leading or central to customer-impacting incidents, including severity assessment, coordination, and root-cause analysis.
  • Ability to write code or scripts to reproduce issues and automate work; experience with Python, JavaScript, or similar languages is valuable.
  • Strong written and verbal communication to explain complex technical issues to engineers, stakeholders, and senior leaders.
  • Ability to build trusted relationships with customers and cross-functional partners, while maintaining clear ownership boundaries.
  • Thrive in ambiguity, update quickly with new information, and learn as needed to get the job done.
  • Humility, team-first mindset, sound judgment, and eagerness to help customers and colleagues succeed.
  • Excitement to use OpenAI’s products, agents, and AI capabilities to transform technical support at scale.

Skills

Required:Troubleshooting complex production issuesIncident management and postmortems
Nice to have:Programming/scripting for reproduction and automation

Benefits

  • OpenAI offers equal opportunity employment and a comprehensive approach to safety, privacy, and employee well-being as described in the role’s policy statements and notices.
Last updated Oct 1, 2026. Interested? Apply on the company site.

About OpenAI

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