Enterprise Support Delivery Lead

Triwill Group; San Francisco, Northern (CA, KY); Hybrid; USD 200,000 - 260,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI is seeking a leader to build and scale our Support Engineering team, collaborating with enterprise accounts, product, and engineering to solve highly technical issues. This role will help shape organizational processes, scale globally, and drive customer success across OpenAI’s platform.

Based in San Francisco with a hybrid schedule (3 days in office) and relocation assistance, you will guide strategic initiatives and elevate the support function to meet the needs of diverse customers.

Qualifications

• 10+ years in technical support engineering or software engineering.
• 5+ years leading technical support or software engineering teams in high-scale or fast-paced environments.
• Experience leading skilled engineering teams and empowering senior ICs while setting direction.
• Deep technical experience in application development or infrastructure with an ops-oriented mindset.
• Strong cross-functional partner with ability to influence roadmaps via support-driven insights.
• Automation-first approach with tooling or processes enabling AI-driven scalability.
• Thrives in ambiguity and balances strategic leadership with technical detail.
• Energized by customer impact and building trust with strategic accounts.
• Mission-driven, collaborative, and operates with high integrity.

Responsibilities

• Build and lead the foremost technical and troubleshooting experts at OpenAI.
• Partner with engineering and customer teams to resolve escalated issues and coordinate resources.
• Operationalize learnings at scale and influence product roadmaps.
• Ensure 24x7 global coverage, including holidays and weekends.
• Build strong relationships with customers to ensure application success.
• Contribute to leadership beyond the core remit and across the organization.

Skills

Technical support engineering / SW

Leadership

Cross-functional collaboration

Systems development / infrastructure

Automation and tooling

Roadmap influence

Ambiguity tolerance

Customer trust with strategic accounts

Integrity and teamwork

Job description

OpenAI is seeking a leader to build and scale our Support Engineering team, collaborating with enterprise accounts, product, and engineering to solve highly technical issues. This role will help shape organizational processes, scale globally, and drive customer success across OpenAI’s platform.

Based in San Francisco with a hybrid schedule (3 days in office) and relocation assistance, you will guide strategic initiatives and elevate the support function to meet the needs of diverse customers.