Director of AI Support Engineering

OpenAI; Dublin; Hybrid; EUR 120,000 - 170,000; 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 across software, site reliability, and systems architecture. You will own incident management design and operations, with tooling, automations, and 24x7 coverage to resolve high-priority issues efficiently.

You’ll collaborate with Product, Engineering, and field teams to improve supportability, reduce operational burden, and scale AI-driven support operations through

Qualifications

• 10+ years in technical support engineering or related field.
• 5+ years of managing engineers or leading multi-person technical projects.

Responsibilities

• Build and lead a team of senior engineers with backgrounds in software engineering, site reliability engineering, and systems architecture.
• Own the continuous improvement of incident management processes, tooling, automation, and team readiness.
• Lead strategic workload health monitoring and 24x7 enterprise coverage programs.
• Design and implement automation and internal tools with an AI-first mindset to scale support operations.
• Collaborate with Engineering, Product, and Go-To-Market teams to resolve and prevent high-impact technical issues.
• Represent Support Engineering in customer conversations and internal forums to drive clarity on reliability expectations.
• Contribute to hiring plans and global shift coverage as we expand.
• Participate in the broader Support leadership team and culture beyond the immediate team.

Skills

People management

Technical leadership

Automation mindset

Cross-functional collaboration

Incident management

AI-driven tooling

Job description

OpenAI is seeking a Support Engineering Manager to build and guide a high-performing team of Senior Support Engineers across software, site reliability, and systems architecture. You will own incident management design and operations, with tooling, automations, and 24x7 coverage to resolve high-priority issues efficiently.

You’ll collaborate with Product, Engineering, and field teams to improve supportability, reduce operational burden, and scale AI-driven support operations through