AI Support Engineer – Weekend Shift (Dublin)

About the role

We’re looking for dedicated, experienced, and deeply curious individuals to help solve complex challenges for our customers while building the future of post‑AGI support. In this role you will work directly with customers through support tickets and live calls, troubleshooting high‑impact issues and resolving novel, often ambiguous technical problems in a fast‑moving environment.

Key responsibilities

• Work directly with customers to troubleshoot and resolve complex technical issues, including API failures, integration challenges, authentication errors, and production incidents.
• Provide end‑to‑end ownership by debugging logs, analyzing system behavior, reproducing issues, and delivering expert guidance.
• Become a trusted expert on OpenAI’s products and platform, serving as a go‑to resource for complex technical problems.
• Act as a critical escalation point, partnering with Engineering and leveraging scripting and AI capabilities to improve tooling and automate workflows.
• Translate learnings from customer issues into scalable solutions in partnership with Product and Go‑To‑Market teams.
• Identify automation and AI‑powered workflow opportunities, implementing improvements that increase team efficiency and reduce manual effort.
• Provide occasional holiday and weekend on‑call support as needed.

Required profile

• 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, preferably in high‑growth tech environments.
• Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (Python) for automation and tool integration.
• Expert‑level SaaS troubleshooting skills with the ability to quickly understand new technologies and complex concepts.
• Polished enterprise communication and composure during high‑stakes live incident calls.
• Proven ability to build strong relationships with customers and cross‑functional partners to resolve complex issues.
• Exceptional critical thinking and problem‑solving skills, with clear communication of technical details.
• Thrives in ambiguity, adapts rapidly to change, continuously learns, and proactively seeks growth opportunities.
• Humble, team‑first mindset and genuine eagerness to help others.
• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent practical experience.

Required skills

• Python
• OpenAI API
• Codex
• ChatGPT

What we offer

• Annual salary, generous equity, and comprehensive benefits.
• Medical, dental, and vision insurance for you and your family.
• Mental health and wellness support.
• PRSA retirement plan with 8% employer matching.
• Unlimited time off.
• Annual learning & development stipend ($1,500 USD equivalent).