AI Support Engineer - Dublin

About the Team

The User Operations group at OpenAI helps customers adopt AI successfully and works to ensure an outstanding product experience from start to finish. The team is building what is intended to be the first support function designed for the post-AGI era. It handles advanced issues, offers technical direction, and helps customers get the greatest possible value from the products they deploy. This group partners with Sales, Technical Success, Product, Engineering, and other internal teams to deliver exceptional support at scale to customers ranging from early-stage startups to large global enterprises.

About the Role

This position is for an experienced, highly motivated support professional who enjoys solving complex customer problems and helping shape a next-generation support organization. You will communicate directly with customers through support tickets and Slack, investigate nuanced technical issues, and work through problems that are often new or not clearly defined. Your contributions will help establish standards for the wider team while strengthening the systems and processes behind customer experience.

You will collaborate across functions to reduce defects, improve product capabilities, and build more effective support operations. The role also involves using internal tools and AI-enabled methods to improve workflows, streamline repetitive work, and help scale support in a rapidly evolving environment. This is a high-impact position supporting sophisticated AI products and services.

The role follows a hybrid arrangement, with 3 days per week in the office. Relocation assistance is available for new hires.

Working Pattern

This role follows a standard 5x8 schedule, with one working day each week assigned to weekend coverage. Typical weekly patterns may include Tuesday to Saturday or Sunday to Thursday. Support coverage may also be needed during on-call shifts, holidays, and weekends depending on business needs.

Responsibilities

• Handle customer issues directly, taking ownership of difficult cases and helping users learn how to use OpenAI’s platforms effectively.
• Develop deep expertise across OpenAI products and provide answers even when automated systems cannot resolve the issue.
• Serve as a final escalation point before issues reach core Product and Engineering teams, and collaborate with those teams to reach resolution.
• Apply scripting and emerging AI tools to improve internal systems and automate repetitive tasks.
• Capture insights from support cases and turn them into scalable solutions in partnership with Product and Go-To-Market teams.
• Lead improvements to support operations using agentic and AI-driven approaches.
• Contribute to a positive, collaborative, and supportive team environment.
• Provide coverage during on-call periods, weekends, and holidays when required.
• Work a 5x8 schedule with one weekly day reserved for weekend coverage.

Requirements

• At least 8 years of experience in user operations, technical support, or support engineering, preferably in fast-moving tech companies or startups.
• Strong comfort with modern AI tools such as Codex, ChatGPT, or the OpenAI API for scripting, code generation, or automation.
• Advanced SaaS troubleshooting ability and the capacity to quickly understand unfamiliar technologies and complex systems.
• Strong root-cause analysis skills and a habit of challenging assumptions to improve processes and outcomes.
• Excellent critical thinking, problem-solving, and communication skills for complex technical topics.
• Ability to work through ambiguity, adapt quickly, keep learning, and actively look for ways to grow.
• Demonstrated success building trust with customers and collaborating across teams to resolve difficult issues.
• Humility, curiosity, and a willingness to learn whatever is needed to help the team and customers succeed.
• High ownership, strong prioritization, and the ability to manage multiple projects with frequent context switching.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent hands-on experience preferred.

Compensation and Benefits

This role is employed through OpenAI Ireland Ltd., which is responsible for hiring and employment administration. Total compensation includes an annual salary, equity, and benefits.

• Medical, dental, and vision coverage for employees and their families
• Mental health and wellness support
• PRSA plan with 8% employer matching
• Unlimited paid time off
• Annual learning and development stipend valued at $1,500 USD equivalent

Equal Opportunity and Additional Notices

OpenAI is committed to equal employment opportunity and does not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or any other legally protected characteristic.

Background checks will be conducted in line with applicable law, and candidates with arrest or conviction records will be considered where permitted. For certain US-based roles, criminal history may be relevant to duties involving hardware protection, return of equipment and data, confidentiality, and access to secure information systems.

Applicants requesting to report a non-compliant job posting are directed to use the designated reporting form, and inquiries unrelated to posting compliance will not receive a response.

Reasonable accommodations are available for applicants with disabilities through the designated accommodations process.

OpenAI’s Global Applicant Privacy Policy applies to applicants.

About OpenAI

OpenAI is an AI research and deployment company focused on ensuring that general-purpose artificial intelligence benefits all of humanity. The organization works to advance the capabilities of AI systems and deploy them safely through its products, with the belief that AI should be developed with safety and human needs at the center.

The company values a broad range of perspectives, voices, and lived experiences, and welcomes applicants from all backgrounds.