Director, Global Support Engineering

OpenAI, Inc.; Toronto; A distancia; CAD 180.000 - 280.000; Jornada completa

Descripción de la vacante

OpenAI, Inc. is seeking a Head of Support Engineering to lead a new function for global, 24x7 support across strategic enterprise accounts.

This senior leadership role requires building from first principles and coordinating with Product, Engineering, and GTM teams to deliver scalable, reliable customer outcomes. The role will transition from remote to in-office in Toronto, reporting to the executive leadership team.

Formación

• 5+ years in leading technical support or software engineering teams, ideally in high-scale settings.
• 10+ years of experience in technical support engineering or software engineering.
• Proven ability to influence roadmaps and partner with product and engineering.
• Automation-first mindset with tooling or processes to scale support.
• Strong leadership under ambiguous environments with strategic thinking.

Responsabilidades

• Build and lead a team of the foremost technical and troubleshooting experts.
• Partner with engineering and customer teams to scale systems and resolve escalated issues.
• Operationalize learnings at scale, iterating on processes with Engineering/Go-To-Market partners.
• Manage scaling and operations for 24x7 global coverage, including holidays and weekends.
• Build strong relationships with customers to ensure application success.
• Be part of the broader leadership team in Support and drive cross-organizational impact.

Conocimientos

Leadership

Cross-functional collab

Automation tooling

Strategic thinking

Customer focus

Descripción del empleo

OpenAI, Inc. is seeking a Head of Support Engineering to lead a new function for global, 24x7 support across strategic enterprise accounts.

This senior leadership role requires building from first principles and coordinating with Product, Engineering, and GTM teams to deliver scalable, reliable customer outcomes. The role will transition from remote to in-office in Toronto, reporting to the executive leadership team.