Automation-Driven Support Engineering Lead

Triwill Group; Dublin; Hybrid; EUR 129,000 - 181,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI is seeking a Support Engineering Manager to build and guide a high-performing team of Senior Support Engineers with backgrounds in software engineering, site reliability, and systems architecture. You will own incident management processes, tooling, and 24x7 coverage for strategic accounts.

You will collaborate with Engineering, Product, and field teams to improve supportability and scale operations with an automation-first mindset, while contributing to hiring and global shift planning.

Qualifications

• 10+ years in technical support engineering, software engineering, SRE, or related field.
• 5+ years managing engineers or leading multi-person technical projects.
• Deep experience in application development or infrastructure.
• Strong cross-functional influence on roadmaps via support insights.
• Automation-first mindset with tooling that scales support through AI.

Responsibilities

• Build and lead a team of deeply technical Senior Support Engineers with software, SRE, and systems architecture backgrounds.
• Own the continuous improvement of incident management processes, tooling, automation, and team readiness.
• Lead workload health monitoring and alerting programs for key enterprise customers, ensuring 24x7 coverage.
• Design and implementing automation and internal tools with an AI-first mindset to scale operations.
• Collaborate with Engineering, Product, and Go-To-Market to expand, resolve, and prevent high-impact issues.
• Represent Support Engineering in customer conversations and internal forums to align on reliability expectations.
• Contribute to hiring plans and global shift coverage as the team expands.
• Play an active role in the broader Support leadership team shaping strategy and culture.

Skills

Technical leadership

Incident management

Automation

Cross-functional collaboration

Software engineering

Site reliability engineering

AI-first mindset

Tools

Automation tooling

Job description

OpenAI is seeking a Support Engineering Manager to build and guide a high-performing team of Senior Support Engineers with backgrounds in software engineering, site reliability, and systems architecture. You will own incident management processes, tooling, and 24x7 coverage for strategic accounts.

You will collaborate with Engineering, Product, and field teams to improve supportability and scale operations with an automation-first mindset, while contributing to hiring and global shift planning.