Global Head of Dedicated Support Engineering

AI Chopping Block; San Francisco, Northern (CA, KY); Hybrid; USD 260,000 - 520,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model (3 days in office)

Job summary

OpenAI is seeking a senior leader to build and scale the Dedicated Support Engineering function from San Francisco, with a hybrid work model (3 days in the office) and relocation assistance. You will shape the team, guide complex investigations, and drive proactive reliability for top enterprise customers.

You will partner with executives across Sales, Engineering, and Product to define service standards, invest in capabilities, and ensure a world-class support experience as our OpenAI product

Qualifications

• Twelve-plus years in technical customer-facing roles, with six+ years leading enterprise support engineering or a similar function.
• Proven ability to hire, coach, and develop senior technical talent across regions.
• Strong foundation in production troubleshooting, reliability, and enterprise integrations.

Responsibilities

• Set the strategy for Dedicated Support Engineering. Define charter, service model, priorities, and growth.
• Build and develop a high-performing global organization by hiring and coaching senior engineers.
• Design the customer engagement model with clear responsibilities and handoffs to other teams.
• Set the standard for technical ownership with evidence-based investigations and proper escalation.
• Build proactive reliability through architecture reviews, risk identification, and launches.
• Lead through critical customer situations as a senior escalation point for executives.
• Own delivery quality and sustainable growth with capacity planning and investment proposals.
• Define and measure outcomes for investigation quality, mitigation time, and risk reduction.
• Influence product and engineering priorities using evidence from customer investigations.
• Make AI and automation foundational to the function with OpenAI technology.

Skills

Technical leadership

Enterprise support engineering

Executive stakeholder management

APIs & distributed systems

Cloud infrastructure

Job description

OpenAI is seeking a senior leader to build and scale the Dedicated Support Engineering function from San Francisco, with a hybrid work model (3 days in the office) and relocation assistance. You will shape the team, guide complex investigations, and drive proactive reliability for top enterprise customers.

You will partner with executives across Sales, Engineering, and Product to define service standards, invest in capabilities, and ensure a world-class support experience as our OpenAI product