AI Support Engineer - Dublin at OpenAI

About the Role OpenAI is building the world's first "post-AGI support team." This role involves resolving complex, often undefined technical issues for customers ranging from early-stage startups to global enterprises. You will act as a bridge between customers and the core Product/Engineering teams, ensuring exceptional product adoption and experience.

Key Responsibilities

Customer Support: Work directly with customers via tickets and Slack to resolve their most complex technical problems and provide guidance on platform usage.

Technical Expertise: Serve as a subject matter expert on all OpenAI products; act as the last line of defense before issues reach core Product and Engineering teams.

Automation & Tooling: Use scripting (e.g., Python) and emerging AI capabilities (Codex, ChatGPT, OpenAI API) to improve internal tooling, automate recurring processes, and orchestrate "agentic" improvements.

Scaling: Analyze customer issues to create scalable solutions and partner with Go-To-Market teams to implement them.

Coverage: Provide support coverage during on-call shifts, holidays, and weekends as business needs require.

Qualifications & Requirements

Experience: 8+ years of experience in user operations, technical support, or support engineering, ideally in tech startups or fast-paced environments.

Technical Skills: Ability to use emerging technologies to script or engineer code (e.g., Python) for automation.

Troubleshooting: Expert-level SaaS troubleshooting skills with the ability to navigate undefined technical problems.

Soft Skills: Exceptional critical thinking, communication, and the ability to thrive in ambiguity and context-switch frequently.

Education: Bachelor’s degree in Computer Science, Computer Engineering, or a relevant technical field is preferred (or equivalent practical experience).