About this role
Deeply curious technical problem-solvers who enjoy investigating ambiguous production issues and building strong relationships with strategic clients will find a natural home on this team. OpenAI operates a User Operations group in Dublin tasked with shaping the future of technical support for customers ranging from early-stage startups to established global enterprises. Team members combine deep technical troubleshooting with durable customer context, proactive reliability work, and clear ownership during critical moments.
This practitioner will act as a trusted support partner for Premium Support accounts, utilizing logs, telemetry, and systems-level investigation to resolve complex API failures, integration challenges, and performance degradation. Responsibilities span hands-on debugging, incident management, and translating recurring customer pain into actionable feedback for Product and Engineering. The role exists to ensure that customer workloads become more resilient over time through better monitoring, runbooks, and automation.
What you will do
- Work directly with Premium Support customers to troubleshoot complex technical issues such as API failures, integration challenges, and production incidents.
- Provide end-to-end technical ownership by analyzing logs, reproducing errors, testing hypotheses, and isolating failure domains before escalation.
- Lead customer-specific responses to high-impact incidents by assessing severity, coordinating cross-functional responders, and managing postmortems.
- Develop a detailed understanding of each customer's architecture, dependencies, and operational constraints to document context for internal teams.
- Partner with Go-to-Market and Technical Success teams to communicate technical health, surface risks early, and participate in customer meetings.
- Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps prior to escalation.
- Translate recurring customer pain into evidence-backed feedback for Product and Engineering to improve existing product reliability and performance.
- Turn insights from customer investigations into scalable improvements including troubleshooting guides, monitoring, internal tooling, and AI automation.
What you need
- Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or a similar role involving hands-on diagnosis of production issues.
- Expert-level troubleshooting skills and a strong track record of resolving ambiguous technical problems across APIs, distributed systems, and cloud infrastructure.
- Comfort working 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, including severity assessment, technical coordination, and root-cause analysis.
- Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools.
- Clear communication skills for explaining complex technical issues to engineers, business stakeholders, and senior leaders under incomplete information.
- Capability to build strong, high-trust relationships with customers and cross-functional partners while maintaining clear ownership boundaries.
Nice to have
- Experience with Python
- Experience with JavaScript
Skills and tech stack
Questions candidates ask
Where is this role located?
This position is based in Dublin, Ireland.
What kind of customers will I be supporting?
You will work directly with our Premium Support customers, representing a range of diverse backgrounds and maturity from early-stage startups to established global enterprises.
Who will I collaborate with internally?
You will work closely with Engineering, Product, Technical Success, Go-to-Market, and other teams to deliver an exceptional experience for our most strategic customers.