Senior Support Engineer - Dublin

About The Team

The Technical Support team ensures that developers and enterprises can effectively build critical applications using OpenAI's models. They provide expert technical advice, troubleshoot challenging problems, and assist customers in maximizing the value and adoption of OpenAI's advanced AI models. The team collaborates closely with Technical Success, Product, and Engineering to deliver a scalable, superior customer experience, leveraging automation and cutting-edge AI technologies.

About The Role

This position seeks a Senior Support Engineer to work hands-on with strategic enterprise customers and internal product teams to tackle the toughest technical challenges. As part of OpenAI's top-tier troubleshooting team, you will be a key technical advisor, directly influencing customer success with innovative AI solutions via the OpenAI API platform. The position focuses on low volume but high complexity support, including designing and managing operational processes for monitoring key accounts and leading a 24/7 response team.

This role is located in Dublin, Ireland, with a hybrid work model requiring three days per week onsite. OpenAI provides relocation support for new hires.

Key Responsibilities

• Serve as a leading expert and final escalation before Engineering for issues on OpenAI's API platform.
• Identify and deploy automation and AI-driven solutions to scale support efficiency.
• Set up and manage sophisticated monitoring and alerting systems to catch real-time issues impacting customers.
• Collaborate with Engineering on reliability assessments and operational preparations for product launches or changes affecting strategic clients.
• Develop and improve incident management processes and documentation involving customers, Engineering, and support teams.
• Analyze operational data and incident post-mortems to drive continuous improvements in monitoring, alerting, and workflows.
• Participate in holiday and weekend support coverage as required.

Candidate Profile

• Bachelor's degree in Computer Science or similar, with a solid software engineering background.
• Over 5 years of experience in technical operations roles such as Site Reliability Engineering or Network Operations Center, with strong troubleshooting skills for complex system-level issues.
• Expertise in modern monitoring, alerting, and observability practices, including metrics, logging, tracing, SLIs/SLOs, and dashboard configuration.
• Experienced in incident response leadership for critical outages, with skills in real-time coordination, root cause analysis, and follow-up actions.
• Proficiency in scripting or programming languages (Python or similar) to automate tasks and integrate tools.
• Strong understanding of cloud infrastructure, distributed systems, including cloud services, load balancers, databases, and containers.
• Excellent cross-functional communication skills to convey technical matters clearly and manage coordination during incidents.

Compensation and Benefits

• Competitive annual salary and equity package.
• Comprehensive health coverage including medical, dental, and vision for employees and their families.
• Support for mental health and wellness.
• PRSA retirement plan with 8% employer matching contributions.
• Unlimited paid time off.
• An annual professional development allowance (equivalent to $1,500 USD).

Additional Information

OpenAI Ireland Ltd. manages hiring and employment for this role.

The company is an equal opportunity employer, welcoming diverse candidates regardless of race, religion, gender identity, or other legally protected statuses. Background checks will comply with applicable laws and consider qualified candidates fairly, including those with arrest or conviction records as permitted.

Reasonable accommodations for applicants with disabilities are available upon request.

OpenAI is dedicated to ensuring the responsible development and deployment of AI technology to benefit all humanity.