Senior Support Engineer - Dublin

About the Team

The Technical Support group helps developers and enterprises reliably deliver critical solutions built on OpenAI models. The team offers deep technical guidance, resolves complex product and platform issues, and works to help customers realize more value and adoption from the APIs and model capabilities. It partners closely with Technical Success, Product, Engineering, and other functions to create an excellent customer experience at scale. The team operates with an automation-first approach and uses modern AI tools to expand support capacity. This role sits within the Senior Support Engineering team and helps define how technical support evolves in an AI-driven environment.

About the Role

OpenAI is hiring a Senior Support Engineer to work directly with strategic enterprise customers and internal product teams to solve highly complex customer problems. This is a high-skill troubleshooting position where both customers and engineering teams will rely on you for guidance on the most difficult technical issues in the platform environment.

You will create and operate processes that monitor top strategic customers and support a 24/7 response function. In collaboration with Infrastructure and Engineering, you will help deliver a dependable customer experience at scale. The role is especially important for innovative and large-scale AI products being developed on the OpenAI API platform.

The work is intentionally low in volume but high in complexity. The position is based in Dublin, Ireland, with a hybrid schedule of three in-office days per week. Relocation assistance is available for new hires.

Key Responsibilities

• Act as one of the primary technical authorities for the OpenAI API platform and serve as the final support layer before issues are escalated to core engineering.
• Look for ways to improve support scale through automation and practical use of AI tools, helping shape the future of technical support.
• Set up and operate advanced monitoring and alerting systems to catch customer-facing problems as they happen.
• Work with engineering on reliability reviews and launch readiness for new features, releases, and strategic customer changes, ensuring monitoring, alerting, and fallback planning are in place.
• Build, improve, and document incident response workflows for strategic customers, support teams, and engineering teams.
• Review operational data and incident root-cause analyses to spot improvements, then recommend and implement changes to dashboards, alerts, and support processes.
• Provide support coverage on holidays and weekends when business needs require it.

What You Bring

• A bachelor’s degree in Computer Science or a closely related discipline, along with a solid software engineering foundation.
• At least 5 years of experience in technical operations such as SRE or NOC work, with experience building monitoring systems and resolving production issues in fast-moving, mission-critical environments.
• Strong familiarity with modern observability practices, including metrics, logs, traces, SLI/SLO concepts, alert tuning, and dashboard creation for distributed systems.
• Hands-on experience leading responses to major incidents or service disruptions, including coordination during live incidents, root cause analysis, post-incident follow-up, and preventative action tracking.
• Ability to automate repetitive work using scripting or software engineering, such as Python or similar languages.
• Good understanding of cloud infrastructure and distributed systems, including services such as load balancers, databases, and containerized applications.
• Strong cross-functional communication skills and the ability to explain technical situations clearly to both engineering and non-technical audiences while keeping teams aligned during incidents.

Compensation and Benefits

Total compensation includes a yearly salary, equity, and benefits. Benefits include medical, dental, and vision coverage for you and your family, mental health and wellness support, a PRSA plan with 8% employer matching, unlimited time off, and an annual learning and development stipend worth the USD equivalent of $1,500 per year.

Additional Information

This position is employed through OpenAI Ireland Ltd., which is responsible for hiring and employment management for the role.

OpenAI is an AI research and deployment company focused on making general-purpose AI beneficial for everyone. The organization develops and safely deploys AI products while emphasizing safety, responsibility, and a wide range of perspectives and experiences.

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

Applicants may be subject to background checks in line with applicable law, and qualified candidates with arrest or conviction records will be considered where permitted. For unincorporated Los Angeles County workers, the role may involve responsibilities related to protecting company hardware, returning equipment and data on termination, maintaining confidentiality, and accessing secure information systems.

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Reasonable accommodations are available for applicants with disabilities, and requests can be submitted through the stated accommodations process.

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