Dedicated Support Engineer - Dublin

OpenAI's User Operations team shepherds customers' adoption of AI and ensures their product experience is exceptional. The Support Engineering team works closely with Engineering, Product, Technical Success, and Go-to-Market teams to deliver an exceptional experience for OpenAI's most strategic customers. The role combines deep technical troubleshooting with durable customer context, proactive reliability work, and clear ownership during critical moments. The team serves as trusted support partners for Premium Support customers, working on novel, ambiguous, and high-impact technical issues.

Responsibilities

Work directly with Premium Support customers to troubleshoot 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; Become a trusted expert on OpenAI's products and systems and serve as a critical escalation point; Own the customer-specific response to high-impact incidents, including severity assessment, coordinating responders, and post-incident follow-through; Communicate clearly and proactively with customer technical teams, business stakeholders, executives, and internal partners; Develop and document a detailed understanding of each customer's architecture, integrations, dependencies, and operational constraints; Partner with Go-to-Market and Technical Success teams on customer workload importance and prioritization; Represent Support Engineering in customer meetings, including QBRs; Monitor customer integrations and support trends to identify emerging risks; Prepare for launches, migrations, and traffic increases with account-specific runbooks and escalation paths; Lead or contribute to incident reviews and postmortems; Translate recurring customer issues into evidence-backed feedback for Product and Engineering; Turn customer investigations into scalable improvements such as troubleshooting guides, monitoring, tooling, and AI-powered automation; Help shape the operating model, technical standards, and tooling for Premium Support

Requirements

Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues; Expert-level troubleshooting skills and a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations; Comfortable working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations; 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; Ability to communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders; Ability to build strong, high-trust relationships with customers and cross-functional partners; Look beyond the immediate issue to identify patterns and prevent recurrence; Thrive in ambiguity and update quickly as new information emerges; Humble, team-first mindset with strong judgment

Nice to have

Experience with Python, JavaScript, or similar languages; Ability to write code or scripts to reproduce issues, automate repetitive work, and improve internal tools; Excitement about using AI products and emerging AI capabilities