Global 24/7 Support Engineering Lead

Jobicy; United States; Hybrid; USD 180,000 - 240,000; Full time

Job summary

OpenAI is hiring a leader to build and scale a new Support Engineering team serving strategic enterprise accounts. You will guide technical strategy, drive reliability, and partner with Product and Engineering to resolve highly complex issues at scale.

You will lead a globally distributed team, with an initial Toronto-based role that is remote now and transitioning to in-office. A strong automation-first approach and customer-focus are essential.

Qualifications

• 5+ years of leadership and managing technical support or software engineering teams in high-scale environments.
• 10+ years of experience in technical support engineering or software engineering.
• Experience leading skilled engineering teams and empowering senior ICs with clear technical direction.
• Deep technical experience in application development or infrastructure with focus on operational systems.

Responsibilities

• Build and lead a team of technical and troubleshooting experts.
• Partner with engineering and customer teams to resolve escalated issues and coordinate resources.
• Operationalize learnings from issue resolution at scale and influence product roadmaps.
• Manage 24x7 global coverage including holidays and weekends.
• Build relationships with customers to ensure application success.
• Be part of the broader Support leadership team and influence across the organization.

Skills

Leadership experience

Engineering management

Automation & tooling

Cross-functional collaboration

Customer reliability

AI systems

Tools

CI/CD

Job description

OpenAI is hiring a leader to build and scale a new Support Engineering team serving strategic enterprise accounts. You will guide technical strategy, drive reliability, and partner with Product and Engineering to resolve highly complex issues at scale.

You will lead a globally distributed team, with an initial Toronto-based role that is remote now and transitioning to in-office. A strong automation-first approach and customer-focus are essential.