Dedicated Support Engineering Lead

We Love AI Jobs; San Francisco (CA); Hybrid; USD 284,000 - 385,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

OpenAI is seeking a senior leader to build and scale a global Dedicated Support Engineering function for enterprise customers. You will define the strategy, recruit top talent, and establish how we deliver rigorous, proactive support for complex workloads across customer architectures.

You will own the model for technical ownership, incident response, and proactive reliability initiatives, coordinating with Product, Engineering, Sales, and Technical Success to ensure world-class support

Qualifications

• Extensive experience leading technical teams for enterprise customers.
• Strong background in production troubleshooting and reliability engineering.
• Proven ability to translate customer needs into scalable support models.

Responsibilities

• Set the function’s strategy, service model, priorities, and scaling plans.
• Hire and develop a global team; establish standards for ownership and engagement.
• Lead critical customer escalations and drive improvements in tooling, reliability, and investigations.

Skills

APIs

Distributed systems

Cloud infrastructure

Enterprise integrations

Production troubleshooting

Reliability

Incident management

AI automation

Job description

# Dedicated Support Engineering LeadOpenAISan Francisco (Hybrid)Full-time$284,000 – $385,000 / yearUpload your resume once and Scout applies for youApply with ScoutShare this job:LinkedInXSave imageThis role will build and lead a global Dedicated Support Engineering function for OpenAI’s enterprise customers. It combines technical support strategy, team development, customer escalations, and efforts to use AI and automation to improve support quality.* Permanent* Hybrid* 12+ years### Skills and expertiseAPIsDistributed systemsCloud infrastructureEnterprise integrationsProduction troubleshootingReliabilityIncident managementAI automation### Key responsibilities* Set the function’s strategy, service model, priorities, and plans for scaling customer support.* Hire and develop a global team and establish standards for technical ownership and customer engagement.* Lead critical customer escalations and use investigation patterns to improve reliability, tooling, and support.## How this job comparesCompared with 171 open manager customer success jobs on October 10, 2026.Pay: This job pays $284K to $385K a year. The 64 open manager customer success jobs that publish US pay start at $149K on average, so this job starts about 91% higher.Similar open jobs: We Love AI Jobs lists 171 open manager customer success jobs at 91 companies.Remote work: This job is hybrid. 41 of the 171 manager customer success jobs (24%) are remote.AI in this role: Medium. The role uses AI tools and works with AI systems as a regular part of the job. The role centers on technical customer support, but also makes AI and automation foundational to investigations and risk detection. The posting calls for establishing evaluations and human oversight for these capabilities.## Full descriptionAbout the TeamOpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. 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.Within Premium Support, Dedicated Support Engineers combine deep technical troubleshooting with an enduring understanding of our most strategic customers’ architectures, critical workloads, and business priorities. Through proactive reliability work, ownership during incidents, and AI-powered support capabilities, we help customers operate successfully as their use of OpenAI grows.About the RoleWe’re looking for a senior leader to build and scale our Dedicated Support Engineering function globally. You will define its strategy, build the team, and establish how we deliver technically rigorous, proactive support for customers running some of the most complex and consequential workloads on OpenAI.This role combines organizational leadership, technical judgment, and executive customer engagement. You will establish a model in which DSEs develop deep customer context, independently advance difficult investigations, anticipate operational risks, and drive issues through resolution. You will also turn what the team learns into improvements that benefit customers across OpenAI.You should bring experience building technical organizations that maintain long-term accountability for enterprise customers. Leadership in Technical Account Management, enterprise Support Engineering, or a comparable technical customer function is particularly relevant. Success requires a strong foundation in production troubleshooting and reliability, alongside the ability to build trusted relationships with customer engineering leaders and executives.This role is based in San Francisco, CA. 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...• Set the strategy for Dedicated Support Engineering. Define the function’s charter, service model, priorities, and growth plan. Translate customer needs and company priorities into clear decisions about where to invest and how to scale.• Build and develop a high-performing global organization. Hire and coach senior technical talent, develop future leaders, and establish expectations for technical depth, customer ownership, collaboration, and performance.• Design the customer engagement model. Establish how DSEs are assigned to customers, build account knowledge, conduct operational reviews, and prepare for critical events. Define clear responsibilities and handoffs with Support, Technical Success, Sales, and Engineering.• Set the standard for technical ownership. Ensure the team uses evidence, reproduction, and systems-level investigation to advance complex issues. Develop the team’s judgment on when to continue investigating, mitigate, or engage Engineering, and stay close enough to the work to guide difficult decisions.• Build proactive reliability into the service. Establish practices for assessing customer architectures and dependencies, identifying emerging risks, and preparing for launches, migrations, and traffic growth. Ensure incident learnings lead to completed corrective actions.• Lead through critical customer situations. Serve as a senior escalation point, align responders across teams, and communicate clearly with customer executives. Maintain accountability for the customer’s support experience through mitigation, resolution, and follow-through.• Own delivery quality and sustainable growth. Build capacity plans, coverage arrangements, and investment proposals that support service commitments. Balance customer complexity, team workload, and time for proactive work as the customer portfolio grows.• Define and measure meaningful outcomes. Establish measures of investigation quality, time to mitigation, recurring issue reduction, customer confidence, and proactive risk reduction. Use these insights to improve the service and guide investment.• Influence product and engineering priorities. Turn patterns across customer investigations into evidence-backed recommendations. Build alignment with senior partners on reliability, observability, supportability, and tooling improvements.• Make AI and automation foundational to the function. Apply OpenAI’s technology to preserve customer context, accelerate investigations, detect risks, and automate repeatable work. Establish evaluations and human oversight so these capabilities improve quality and customer trust.