AI Support Engineer - Dublin
Dublin, Ireland • FullTime
Posted 8mo ago
About the job
We are seeking dedicated, experienced, and deeply curious individuals to join our User Operations team as AI Support Engineers. In this role, you will work directly with customers to troubleshoot and resolve complex technical issues, providing end-to-end ownership through debugging, analysis, and expert guidance. You will become a trusted expert on OpenAI's products and platform, serving as a critical escalation point and a line of defense for customers operating at massive scale. Beyond resolving technical issues, you will help define world-class support in an AGI-driven future, partnering closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience by leveraging automation and AI technology.
Responsibilities
- Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, authentication errors, and production incidents.
- Provide end-to-end ownership through debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.
- 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 with customers and Engineering teams to troubleshoot and resolve problems.
- Proactively prevent recurring problems by leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
- Translate learnings from customer issue resolution into scalable solutions, partnering with Product and Go-To-Market teams.
- Drive operational excellence by identifying opportunities for automation and AI-powered workflows.
- Implement scalable improvements to increase team efficiency, reduce manual effort, and elevate the overall support experience.
- Provide occasional holiday and weekend on-call support as needed.
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally within high-growth tech startups or fast-paced environments.
- 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 skills and ability to remain calm with high-stakes customers during live incident calls.
- Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
- Exceptional critical thinking and problem-solving abilities with the capacity to clearly communicate complex technical issues to both customers and internal teams.
- Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek growth opportunities.
- Humble, team-first mindset with a genuine eagerness to help others and the curiosity to quickly learn necessary knowledge.
- Bachelor's degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
Benefits
- Generous equity
- 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)