Premium Support Engineer: AI Systems & Incidents

OpenAI, Inc.; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

OpenAI seeks an experienced Support Engineer to serve as a trusted partner for our Premium Support customers. You will troubleshoot complex issues, analyze logs, and own incident responses while collaborating with Engineering, Product, and Go-to-Market teams.

You’ll work on proactive reliability improvements, runbooks, and automation to reduce day-to-day support effort as workloads mature and scale.

Qualifications

• Significant experience in Support Engineering or related field.
• Strong troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
• Ability to analyze logs, reproduce issues, test hypotheses, and coordinate with Engineering.

Responsibilities

• Work directly with Premium Support customers to troubleshoot complex technical issues including API failures, integration challenges, authentication errors, and production incidents.
• Provide end-to-end technical ownership by analyzing logs, reproducing errors, testing hypotheses, and isolating the likely failure domain.
• Become a trusted expert on OpenAI’s products and systems, serving as escalation point for strategic customers.
• Own customer-specific responses to high-impact incidents, assess severity, coordinate cross-functional responders, and ensure post-incident follow-through.
• Communicate clearly during uncertainty with customers, business stakeholders, executives, and internal partners.
• Develop understanding of each customer’s architecture and integrations, and document it for cross-functional teams.
• Partner with GTM and Technical Success to align severity and communication with business context within processes.
• Represent Support Engineering in customer meetings, share health status, risks, and blockers with stakeholders.
• Monitor integrations and trends to identify emerging risks and readiness gaps before escalations.
• Prepare for launches and migrations by developing runbooks, validating escalation paths, and providing heightened monitoring.
• Lead or contribute to incident reviews and postmortems, track corrective actions to closure.
• Translate customer insights into feedback for Product and Engineering to improve reliability and performance.
• Turn investigations into scalable improvements, including guides, tooling, and automation.
• Help shape the operating model, standards, and tooling for Premium Support as it grows globally.

Job description

OpenAI seeks an experienced Support Engineer to serve as a trusted partner for our Premium Support customers. You will troubleshoot complex issues, analyze logs, and own incident responses while collaborating with Engineering, Product, and Go-to-Market teams.

You’ll work on proactive reliability improvements, runbooks, and automation to reduce day-to-day support effort as workloads mature and scale.