AI Support Engineer - Dublin (Weekend Shift)

About the Team

OpenAI’s User Operations team supports customers' adoption of AI and ensures that their product experience is exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.

About the Role

We're looking for dedicated, experienced, and deeply curious individuals to help solve complex challenges faced by our customers while building the future of post-AGI support. In this role, you'll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel technical problems.

Responsibilities

• Work directly with customers to troubleshoot and resolve their most complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
• Become a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
• Serve as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams.
• Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
• Drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency.
• Provide occasional holiday and weekend support on call coverage, as needed.

Requirements

• 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles.
• Comfortable using emerging technologies (e.g. Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication and calm with high-stakes customers during live incident calls.
• Proven experience building strong relationships with customers and cross-functional partners.
• Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Compensation, Benefits and Perks

• Total compensation includes an annual salary, generous equity, and benefits.
• Medical, dental, and vision insurance for you and your family.
• Mental health and wellness support.
• PRSA plan with 8% employer matching.
• Unlimited time off.
• Annual learning & development stipend ($1,500 USD equivalent per year).