AI Support Engineer - Dublin (Weekend Shift)

OpenAI’s User Operations team shepherds customers’ adoption of AI and ensures that customers' product experience is 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’re looking for dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers. In this role, you’ll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems. Each person will be expected to work a standard 5x8 work week, with 1 of the days covering weekend shifts each week.

Responsibilities

Working directly with customers to troubleshoot and resolve their most complex technical issues, including API failures, integration challenges, authentication errors, and production incidents; Providing end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance; Becoming a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues; Serving as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows; Taking learnings from resolving customer issues and creating our approach to scaling these solutions, partnering with Product and Go-To-Market teams; Driving operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience; Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs

Requirements

8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles; Comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools; Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts; Polished enterprise communication and calm with high-stakes customers during live incident calls; Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues; Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams; Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth; Bring a humble, team first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed; Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience; Standard 5x8 work week with 1 of the days covering weekend shifts each week

Nice to have

Experience in high-growth tech startups or other fast-paced environments

Benefits

Medical, dental, and vision insurance for you and your family; Mental health and wellness support; PRSA plan with 8% employer matching; Unlimited time off; Annual learning & development stipend ($1,500 USD equivalent per year); Generous equity