Global Support Engineering Lead (Remote)

AI Chopping Block; Toronto; On-site; CAD 180,000 - 240,000; Full time

Job summary

OpenAI seeks a leader to build and scale the Support Engineering team, collaborating with enterprise accounts, product and engineering, and field teams to resolve the most technically challenging issues at scale. This remote Toronto-based role requires exemplary leadership, systems building, and a proven automation mindset to improve reliability and customer outcomes.

You will set direction, mentor experts, and drive strategic initiatives that shape OpenAI’s support capabilities across the

Qualifications

• Have 6+ years of experience leading and managing technical support engineering or software teams.
• Have 10+ years of experience in technical support engineering or software engineering.
• Experience leading engineering teams and empowering senior ICs with clear direction.
• Deep technical experience in application development or infrastructure and operational systems.
• Strong cross-functional partnerships to influence engineering/product roadmaps via support insights.
• Automation-first approach with tooling or processes that scale support through AI and systems thinking.
• Thrive in ambiguous environments and balance strategic leadership with hands-on detail.

Responsibilities

• Build and lead a team of technical and troubleshooting experts, the last line of defense before core Engineering.
• Partner with engineering and customer teams to resolve escalated issues and coordinate resources.
• Operationalize learnings at scale and influence product roadmaps and customer experience.
• Manage 24x7 coverage globally, including holidays and weekends as needed.
• Develop strong relationships with customers to ensure application success.
• Contribute to broader leadership within Support and across the organization.

Skills

Technical leadership

Troubleshooting

Cross-functional collaboration

Automation focus

Strategic thinking

Customer focus

Job description

OpenAI seeks a leader to build and scale the Support Engineering team, collaborating with enterprise accounts, product and engineering, and field teams to resolve the most technically challenging issues at scale. This remote Toronto-based role requires exemplary leadership, systems building, and a proven automation mindset to improve reliability and customer outcomes.

You will set direction, mentor experts, and drive strategic initiatives that shape OpenAI’s support capabilities across the