4 days ago
Dublin, IrelandSenior
Responsibilities
- Troubleshoot complex customer issues involving APIs, integrations, authentication, unexpected product behavior, performance, and production incidents.
- Analyze logs and system behavior, reproduce errors, test hypotheses, isolate failure domains, and provide evidence-based escalations to Engineering.
- Own customer-specific responses to high-impact incidents, including severity assessment, coordination, mitigation, resolution, and post-incident follow-through.
- Communicate technical status and risk clearly to customer teams, business stakeholders, executives, and internal partners.
- Monitor integrations and support trends, identify emerging risks, and prepare account-specific runbooks and escalation paths for launches, migrations, traffic increases, and business events.
- Lead or contribute to incident reviews and postmortems and track corrective actions through completion.
- Translate recurring customer issues into product, reliability, performance, tooling, workflow, monitoring, and automation improvements.
- Help define the operating model, technical standards, and tooling for the growing Premium Support function.
Requirements
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a comparable role diagnosing complex production issues.
- Expert troubleshooting experience across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
- Experience with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations.
- Experience leading or centrally supporting customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident work.
- Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools.
- Valuable experience with Python, JavaScript, or similar programming languages.
- Strong communication skills with engineers, customer technical teams, business stakeholders, and senior leaders.
- Ability to build trusted customer and cross-functional relationships while maintaining clear, scalable ownership boundaries.
- Ability to identify recurring patterns, improve systems, and prevent issue recurrence.
- Comfort with ambiguity, rapid learning, sound judgment, teamwork, and using AI products and agents to improve technical support.
Tech Stack
Categories
Solutions Engineering
About OpenAI
OpenAI builds and deploys large-scale AI models and tools—including ChatGPT, GPT-4–class models, DALL·E, and Whisper—sold via APIs and enterprise subscriptions to developers and businesses. It monetizes through usage-based API pricing and ChatGPT Plus/Team/Enterprise, and also reaches customers via Microsoft’s Azure OpenAI Service. Founded in 2015 and headquartered in San Francisco, it operates as a private partnership.