Global Head of Dedicated Support Engineering

Candidate; San Francisco, Northern (CA, KY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI’s User Operations team is seeking a senior leader to build and scale the Dedicated Support Engineering function globally from San Francisco, CA. The role defines strategy, builds the team, and delivers proactive, technically rigorous support for our most complex workloads.

You will develop customer context, drive investigations to resolution, and translate learnings into improvements benefiting OpenAI’s customers.

Qualifications

• 12+ years of experience in technical customer-facing roles with 6+ years in leadership
• Experience building dedicated technical customer programs or similar
• Strong technical foundation in APIs, distributed systems, cloud infrastructure, and enterprise integrations
• Proven ability to lead senior engineers, hire and coach leaders, and engage with customer executives

Responsibilities

• Set the strategy for Dedicated Support Engineering, defining charter, service model, priorities, and growth plan.
• Build and develop a high-performing global organization by hiring and coaching senior technical talent.
• Design the customer engagement model with defined responsibilities and handoffs across teams.
• Set the standard for technical ownership with evidence-based issue investigation and escalation guidelines.
• Build proactive reliability into the service through architecture assessments and risk prep for launches and traffic growth.
• Lead through critical customer situations as a senior escalation point and ensure clear communication with customer executives.
• Own delivery quality and sustainable growth with capacity planning and investment proposals.
• Define and measure outcomes for investigation quality, time to mitigation, and risk reduction.
• Influence product and engineering priorities by turning investigations into evidence-backed recommendations.
• Make AI and automation foundational to the function with governance and human oversight.

Job description

OpenAI’s User Operations team is seeking a senior leader to build and scale the Dedicated Support Engineering function globally from San Francisco, CA. The role defines strategy, builds the team, and delivers proactive, technically rigorous support for our most complex workloads.

You will develop customer context, drive investigations to resolution, and translate learnings into improvements benefiting OpenAI’s customers.