Global Head of Dedicated Support Engineering

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

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI in San Francisco is seeking a senior leader to build and scale the Dedicated Support Engineering function globally. You will define strategy, build the team, and deliver proactively rigorous support for customers running complex workloads.

This role requires deep production troubleshooting, executive engagement with customers, and the ability to translate insights into improvements across product and engineering. Hybrid work model with relocation assistance is offered.

Qualifications

• 12+ years of experience in technical customer-facing roles, including leadership in enterprise support engineering or a comparable function.
• Experience building or scaling a dedicated technical customer program with service model, staffing, and outcomes.
• Ability to lead senior engineers, develop technical leaders, and manage regional teams.
• Strong foundation in APIs, distributed systems, cloud infrastructure, and enterprise integrations.

Responsibilities

• Set the strategy for Dedicated Support Engineering and define the function's charter, service model, and growth plan.
• Build and develop a high-performing global organization with senior technical talent.
• Design the customer engagement model and define responsibilities with Support, Technical Success, Sales, and Engineering.
• Set the standard for technical ownership using evidence-based investigations and cross-team collaboration.
• Build proactive reliability into the service by assessing architectures, risks, and launches.
• Lead through critical customer situations and serve as a senior escalation point.
• Own delivery quality and sustainable growth by planning capacity, coverage, and budgets.

Skills

Leadership

Executive engagement

Strategic thinking

Customer orientation

Influencing stakeholders

Job description

OpenAI in San Francisco is seeking a senior leader to build and scale the Dedicated Support Engineering function globally. You will define strategy, build the team, and deliver proactively rigorous support for customers running complex workloads.

This role requires deep production troubleshooting, executive engagement with customers, and the ability to translate insights into improvements across product and engineering. Hybrid work model with relocation assistance is offered.