Premium Support Engineer: Resolve Complex APIs & Incidents

OpenAI; Dublin; On-site; EUR 100,000 - 140,000; Full time

Job summary

OpenAI is seeking a Senior Support Engineer for Premium Support to partner with customers on complex technical issues, from API failures to production incidents. You’ll analyze logs, reproduce issues, and drive resolution while maintaining strong customer relationships.

In this role you’ll own incident response, coordinate cross-functional teams, and translate feedback into improvements across products and integrations. Experience with Python or JavaScript is valuable.

Qualifications

• Significant experience in Support Engineering, Solutions Engineering, or similar roles.
• Expert-level troubleshooting across APIs, distributed systems, cloud infra, and enterprise integrations.
• Experience with logs, metrics, traces, API requests, and repro steps.
• Experience leading customer-impacting incidents and coordinating cross-functional responses.
• Ability to write code or scripts to reproduce issues.
• Clear communication to engineers, stakeholders, and senior leaders.

Responsibilities

• Troubleshoot complex technical issues for Premium Support customers, including API failures and production incidents.
• Analyze logs, reproduce errors, test hypotheses, and isolate the likely failure domain; provide evidence to accelerate investigation.
• Become a trusted expert on OpenAI's products and systems for strategic customers.
• Own the customer-specific response to high-impact incidents and coordinate cross-functional responders.
• Communicate clearly during uncertainty with customers, stakeholders, and executives.
• Document customer architectures, integrations, dependencies, and workloads for internal teams.
• Partner with GTM and Technical Success to align severity with business impact.
• Represent Support Engineering in customer meetings and provide proactive updates.

Skills

Troubleshooting

API troubleshooting

Distributed systems

Cloud infrastructure

Incident response

Scripting

Python

JavaScript

Log analysis

Customer communication

Job description

OpenAI is seeking a Senior Support Engineer for Premium Support to partner with customers on complex technical issues, from API failures to production incidents. You’ll analyze logs, reproduce issues, and drive resolution while maintaining strong customer relationships.

In this role you’ll own incident response, coordinate cross-functional teams, and translate feedback into improvements across products and integrations. Experience with Python or JavaScript is valuable.