Global 24x7 Support Engineering Lead

OpenAI; San Francisco (CA); Hybrid; USD 180,000 - 300,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI is seeking a leader to build and scale a new Support Engineering division focused on enterprise accounts and strategic customers. You will guide a high-performance team, collaborate with product and engineering, and drive reliable, scalable support for our most advanced AI solutions.

You will establish processes, mentor engineers, and shape cross-functional initiatives to improve the overall customer experience while ensuring timely resolution of complex issues across a global footprint.

Qualifications

• 10+ years of experience in technical support engineering or software engineering
• 5+ years of experience leading technical teams in high-scale or fast-paced environments
• Strong ability to influence engineering and product roadmaps through support-driven insights
• Experience building scalable processes and automation for 24x7 global coverage
• Excellent collaboration with senior leadership and customers during critical issues

Responsibilities

• Build and lead a team of top technical and troubleshooting experts
• Collaborate with engineering and customer teams to resolve escalated issues
• Operationalize learnings at scale and influence product roadmaps
• Manage 24x7 global coverage including holidays and weekends
• Build strong relationships with customers to ensure cloud/app success
• Contribute to leadership across the Support organization

Skills

Leadership & People Mgmt

Strategic planning

Cross-functional collaboration

Customer-facing guidance

Automation & tooling

Education

Bachelor's degree in CS or equivalent

Tools

AWS

Kubernetes

Job description

OpenAI is seeking a leader to build and scale a new Support Engineering division focused on enterprise accounts and strategic customers. You will guide a high-performance team, collaborate with product and engineering, and drive reliable, scalable support for our most advanced AI solutions.

You will establish processes, mentor engineers, and shape cross-functional initiatives to improve the overall customer experience while ensuring timely resolution of complex issues across a global footprint.