Dedicated Support Engineer - Dublin

The role

You will troubleshoot complex technical issues for Premium Support customers. You will use logs, telemetry, and system-level investigation to resolve API failures, integration challenges, and production incidents. You will also work to improve system reliability through automation and preventative improvements.

What you will do

• Troubleshoot complex technical issues including API failures, integration challenges, and performance degradation.
• Provide end-to-end technical ownership by analyzing logs and system behavior.
• Identify root causes and provide evidence to accelerate Engineering investigations.
• Serve as a technical backstop and escalation point for strategic customers.
• Own customer-specific responses to high-impact incidents.
• Communicate updates to customer technical teams, business stakeholders, and executives.
• Document customer architecture, integrations, and operational constraints.
• Partner with Go-to-Market and Technical Success teams.
• Represent Support Engineering in customer meetings like QBRs.
• Monitor customer integrations to identify emerging risks and failure patterns.

Required qualifications

• Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a role involving hands-on diagnosis of complex production issues.
• Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
• Ability to work with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations.
• Experience leading or playing a central role in customer-impacting incidents.
• Ability to write code or scripts to reproduce issues, interrogate systems, and automate work.
• Ability to communicate complex technical issues to engineers, stakeholders, and senior leaders.
• Ability to build strong, high-trust relationships with customers and partners.
• Ability to thrive in ambiguity and update quickly as new information emerges.

Nice to have

• Experience with Python, JavaScript, or similar languages is valuable.

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. They seek to safely deploy AI to the world through their products.