Role Overview

Join OpenAI's Technical Support team as a Senior Support Engineer in Dublin, Ireland, and become a pivotal force in ensuring developers and enterprises build mission-critical AI solutions using our cutting-edge models. This senior-level role focuses on low-volume, high-difficulty technical challenges, where you'll provide expert guidance to strategic enterprise accounts and collaborate with product and engineering teams.

The Technical Support team at OpenAI is at the forefront of innovation, leveraging an automation-first mindset and the latest AI advancements to scale operations. As a Senior Support Engineer (SSE), you'll design operational processes, monitor top customers 24x7, and shape the future of technical support in the AI era. Based in vibrant Dublin with a hybrid model (3 days in-office weekly), this position offers relocation assistance and the chance to work on disruptive, high-scale AI projects.

If you thrive in fast-paced, mission-critical environments and have a passion for SRE practices, observability, and distributed systems, this role at OpenAI will let you make a tangible impact on the world's most innovative AI deployments.

Key Responsibilities

As a Senior Support Engineer, you'll tackle the toughest technical issues head-on. Here's what your day-to-day will look like:

• Position yourself as the foremost technical troubleshooting expert for the OpenAI API platform, serving as the last line of defense before core Engineering escalations.
• Proactively identify and implement automation opportunities, harnessing AI technologies to scale support operations efficiently.
• Configure and manage advanced monitoring/alerting workflows to detect customer-impacting issues in real-time.
• Collaborate with engineering on reliability reviews, ensuring preparedness for new features, launches, and customer updates with robust monitoring, alerting, and fallback strategies.
• Design and refine incident response processes and documentation across strategic customers, engineering, and support teams.
• Analyze operational metrics and root cause analyses (RCAs) from incidents to drive improvements in dashboards, alerts, and workflows.
• Provide essential support coverage during holidays and weekends based on business needs, maintaining 24x7 reliability.
• Work directly with strategic enterprise customers to resolve complex problems and maximize API adoption.
• Contribute to operational readiness for high-scale AI solutions built on the OpenAI platform.
• Leverage deep expertise in SLIs/SLOs, logging, tracing, and distributed systems observability.
• Recommend and implement enhancements to support scalability in an AI-driven world.
• Partner cross-functionally with Technical Success, Product, and Infrastructure teams for seamless customer experiences.

This role demands a blend of technical depth, proactive problem-solving, and customer obsession, making it ideal for seasoned SRE professionals ready to elevate OpenAI's support excellence.

Qualifications

To excel as a Senior Support Engineer at OpenAI, you'll need:

• A Bachelor’s degree in Computer Science or a related field, underscoring a strong software engineering foundation.
• 5+ years in technical operations roles like SRE or NOC, with experience designing monitoring systems and resolving production issues in high-stakes environments.
• Proven track record of systems-level troubleshooting for complex, distributed problems.
• Deep knowledge of modern monitoring, alerting, and observability (e.g., SLIs/SLOs, alert tuning, metrics, logs, traces).
• Hands-on experience in fast-paced, mission-critical settings with automation and AI tooling.
• Comfort with 24x7 on-call rotations, including weekends and holidays.
• Excellent communication skills for collaborating with customers, engineering, and leadership.
• Familiarity with cloud infrastructure, DevOps practices, and Python scripting.
• Passion for AI technologies and their application to operational challenges.
• Ability to analyze RCAs and metrics for proactive improvements.

OpenAI values diverse backgrounds; while these qualifications set you up for success, we're excited about unique experiences that align with our mission.

Salary & Benefits

OpenAI offers competitive compensation for Senior Support Engineers in Dublin, estimated at $140,000 - $200,000 USD yearly (adjusted for location), plus equity. Benefits include:

• Hybrid Dublin work model with 3 office days/week
• Full relocation support
• Comprehensive health coverage
• Stock options and performance bonuses
• Generous PTO and parental leave
• Wellness stipends and gym memberships
• Professional growth opportunities
• Free meals and commuter perks
• Access to frontier AI research

Why Join OpenAI?

OpenAI is redefining the future of AI, and our Dublin team is central to that mission. Work on groundbreaking API platforms powering global innovations, in a collaborative culture that prizes impact over hierarchy. Enjoy Dublin's tech hub vibrancy, with hybrid flexibility and top-tier perks. Shape AI support's evolution while advancing humanity's potential.

Recent hires rave about the intellectual challenge, cross-team impact, and rapid career growth. Join pioneers building safe, beneficial AGI.

How to Apply

Ready to tackle AI's toughest support challenges? Submit your resume and a cover letter highlighting your SRE experience and passion for OpenAI's mission. We're hiring now—apply today to join our Dublin team!