AI Support Engineer - Dublin: OpenAI

OpenAI is building the first "post-AGI support team" within their User Operations department. This team acts as the last line of defense before core Product and Engineering teams, resolving complex issues and providing technical guidance to customers ranging from early-stage startups to global enterprises.

This role requires a blend of deep technical troubleshooting and the ability to leverage emerging AI capabilities (like Codex and ChatGPT) to automate processes. You will help scale the support organization, improve operational processes, and ensure industry-leading response times.

Key Responsibilities
Customer Support: Work directly with customers via support tickets and Slack to solve complex problems and provide education on platform usage.

Technical Troubleshooting: Serve as a subject matter expert on OpenAI products, resolving novel technical problems where the AI itself may not have the answer.

Automation & Tooling: Use scripting (e.g., Python) and AI tools (Codex, OpenAI API) to automate repetitive tasks and improve internal tooling.

Scaling Operations: Orchestrate agentic improvements to operations and partner with Product and Go-To-Market teams to scale solutions based on customer learnings.

Collaboration: Partner with engineering to resolve bugs and improve features.

Coverage: Provide support coverage in on-call shifts, including holidays and weekends based on business needs.

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

Technical Skills: Expert-level SaaS troubleshooting skills and the ability to script or engineer code (e.g., Python) using emerging technologies to automate tasks.

Problem Solving: Exceptional critical thinking skills with the ability to identify root causes and communicate complex technical issues effectively.

Adaptability: Ability to thrive in ambiguity, handle frequent context switching, and manage multiple projects with expansive ownership.

Customer Focus: Proven experience building strong relationships with customers and cross-functional partners.

Preferred Qualifications
Education: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.