At a glance
- Employment
- Full-time
- Location
- Dublin
About OpenAI
- OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
- We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
- For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement https://cdn.openai.com/policies/eeo-policy-statement.pdf.
- Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
- To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance.
- We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241.
About the role
- The Support Engineering team works closely with Engineering, Product, Technical Success, Go-to-Market, and other teams to deliver an exceptional experience for our most strategic customers.
- We combine deep technical troubleshooting with durable customer context, proactive reliability work, and clear ownership during critical moments.
- We’re looking for experienced, deeply curious technical problem-solvers to serve as trusted support partners for our Premium Support customers.
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.
- Become a trusted expert on OpenAI’s products and systems, serving as a critical escalation point and a technical backstop for our most strategic customers.
- Own the customer-specific response to high-impact incidents by assessing severity, coordinating responders, and ensuring issues move through mitigation and resolution.
- Communicate clearly and proactively during periods of uncertainty, providing accurate updates to customer technical teams, business stakeholders, executives, and internal partners.
- Develop a detailed understanding of each customer’s architecture, integrations, dependencies, critical workloads, and operational constraints.
- Partner with Go-to-Market and Technical Success teams to understand the business importance of customer workloads.
- Represent Support Engineering in relevant customer meetings, including QBRs, and partner closely with account teams to communicate technical health.
- Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps before they become major escalations.
- Prepare for important launches, migrations, traffic increases, and business events by developing account-specific runbooks and validating escalation paths.
Requirements
- Have significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues.
- Have expert-level troubleshooting skills and a strong track record of resolving ambiguous technical problems across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
- Are comfortable working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations to understand system behavior and test hypotheses.
- Have 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.
- Can write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools.
- Can communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders.
- Build strong, high-trust relationships with customers and cross-functional partners while maintaining clear and scalable ownership boundaries.
- Look beyond the immediate issue to identify patterns, improve the system, and prevent the same problem from recurring.
- Thrive in ambiguity, update quickly as new information emerges, and are willing to learn whatever is needed to get the job done.
- Bring a humble, team-first mindset, strong judgment, and a genuine eagerness to help both customers and colleagues succeed.
Skills
- Python
- JavaScript
- APIs
- Distributed Systems
- Cloud Infrastructure
- Enterprise Integrations
- Authentication Flows
