Customer Support Engineer (User Operations Generalist)

About the Team

The User Operations team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance,and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

About the Role

We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our Customers. In this role, you will be interacting directly with our customers through support tickets and Slack messages, troubleshooting complex issues to define the undefined, and setting a positive precedent for the rest of the team to follow. Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and improving organizational processes. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI.

If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team

This role is based in Dublin. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will:

• Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
• Be among the foremost experts on everything related to OpenAI products. You are the last line of defense before our core Product and Engineering teams.
• Partner with engineering and customer teams to resolve issues, engaging with senior leaders and teams internally or with customers as needed.
• Take learnings from resolving customer issues and inform our approach to scaling these solutions, partnering with Engineering and  Go-To-Market teams
• Foster a supportive and productive work culture within the User Operations team.
• Provide support coverage in on call shifts and during holidays and weekends based on business needs.
• Note: each person in this role will be expected to work a standard 5x8 work week, with 2 of the days covering weekend shifts each week (e.g., work weeks covering Wednesday - Sunday or Friday - Tuesday)

You might thrive in this role if you:

• 5+ years of experience in user operations, technical support, or support engineering roles, ideally in tech startups or fast-paced environments.
• Excellent problem-solving skills and the ability to comprehend and communicate complex technical issues.
• Can proactively identify pain points in our and our customer’s solutions.
• Have proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
• Operate with high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

Compensation, Benefits and Perks:

This is a position with OpenAI Ireland Ltd., which controls the hiring and management of this position. 

Total compensation includes an annual salary, generous equity, and benefits.

• Medical, dental, and vision insurance for you and your family
• Mental health and wellness support
• PRSA plan with 6% employer matching
• Unlimited time off
• Annual learning & development stipend ($1,500 USD equivalent per year)

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

OpenAI Affirmative Action and Equal Employment Opportunity Policy Statement

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.