# Manager, Senior Support Engineering

**Company:** [OpenAI](https://hotfix.jobs/companies/openai)
**Location:** Dublin, Ireland
**Role:** Support Engineering
**Experience:** 10+ years
**Skills:** Technical Support, Software Engineering, Site Reliability Engineering, Systems Architecture, Incident Management, Automation, Artificial Intelligence, Monitoring, Alerting, Production Systems, Application Development, Infrastructure, Incident Response
**Posted:** 2026-08-28

> Leads a senior technical support engineering team responsible for complex escalations, incident management, customer workload reliability, and scalable automation. Requires 10+ years in technical engineering disciplines and 5+ years managing engineers or leading complex technical projects.

## Job Description

## Responsibilities
- Build and lead a highly technical team of Senior Support Engineers with backgrounds in software engineering, site reliability engineering, and systems architecture.
- Own continuous improvement of incident management processes, including tooling, automation, and team readiness.
- Lead workload health monitoring and alerting programs for strategic enterprise customers, including effective 24x7 operational coverage.
- Guide the design and implementation of automation and internal tools using an AI-first mindset.
- Collaborate with Engineering, Product, Technical Success, and go-to-market teams to escalate, resolve, and prevent high-impact technical issues.
- Represent Support Engineering in customer conversations and internal forums.
- Contribute to hiring plans and global shift coverage.
- Participate in broader Support leadership strategy, operations, and culture.

## Requirements
- 10+ years of experience in technical support engineering, software engineering, site reliability engineering, or a related technical discipline, including hands-on experience supporting production systems at scale.
- 5+ years of experience managing engineers or leading complex, multi-person technical projects.
- Deep technical experience in application development or infrastructure, with strong operational systems and customer reliability judgment.
- Strong cross-functional communication and influence on engineering and product roadmaps.
- Track record of implementing scalable tooling or processes using automation, AI, and systems thinking.
- Ability to operate in ambiguous environments while balancing strategic leadership with technical detail.
- Experience building trust with strategic customers during critical issues or periods of transformation.
- Mission-driven, collaborative, high-integrity, and humble working style.

## Compensation and Benefits
- Hybrid work model with three days in the office per week.
- Relocation assistance is available to new employees.

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