Dedicated Support Engineer - Dublin

OpenAI
Dublin
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Communication","Problem-solving","Judgment","Teamwork","Stakeholder management"]

Serve as a trusted technical partner for Premium Support customers, troubleshooting complex production issues across APIs, integrations, authentication, and performance. You’ll take end-to-end technical ownership by analyzing logs and telemetry, reproducing errors, testing hypotheses, and isolating failure domains. Own customer response during high-impact incidents, coordinate cross-functional mitigation, and drive scalable reliability improvements through automation, runbooks, and evidence-backed feedback to Product and Engineering.

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FursaFursa
OpenAI
OpenAI
2 days ago

Dedicated Support Engineer - Dublin

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as a trusted technical partner for Premium Support customers, troubleshooting complex production issues across APIs, integrations, authentication, and performance. You’ll take end-to-end technical ownership by analyzing logs and telemetry, reproducing errors, testing hypotheses, and isolating failure domains. Own customer response during high-impact incidents, coordinate cross-functional mitigation, and drive scalable reliability improvements through automation, runbooks, and evidence-backed feedback to Product and Engineering.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot Premium Support customers’ most complex technical issues, including API failures, integration challenges, authentication errors, unexpected behavior, performance degradation, and production incidents.
  • •Provide end-to-end technical ownership: analyze logs/system behavior, reproduce errors, test hypotheses, and isolate the likely failure domain (including root cause where possible).
  • •Act as a technical escalation point and backstop for strategic customers, maintaining clear ownership throughout resolution.
  • •Coordinate high-impact incident response: assess severity/business impact, initiate the right response path, communicate proactively, and ensure mitigation, resolution, and post-incident follow-through.
  • •Improve reliability at scale by monitoring integrations and trends, creating runbooks/automation, driving preventative improvements, and feeding evidence-backed feedback to Product and Engineering.

Key Requirements

  • •Have significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or similar roles focused on diagnosing complex production issues.
  • •Demonstrate expert-level troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
  • •Work comfortably with logs, metrics, traces, API requests, authentication flows, and customer-provided code/configurations.
  • •Have experience leading or playing a central role in customer-impacting incidents, including severity assessment, coordination, communication, root-cause analysis, and post-incident follow-through.
  • •Be able to write code or scripts to reproduce issues and automate repetitive work; Python or JavaScript is valuable.
Experience:Support EngineeringSolutions EngineeringDistributed systemsCloud infrastructureEnterprise integrations
Skills:CommunicationProblem-solvingJudgmentTeamworkStakeholder management
Tech Stack:PythonJavaScriptLogsTelemetryMetricsTracesAPIsAuthenticationAutomationAgents

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALL·E) and AI infrastructure, providing APIs and consumer products to accelerate safe AGI for broad benefit.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Hectocorn (USD 100B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 4.4
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