Global Lead, 24x7 Support Engineering

openai; Ontario (CA); Remote; USD 113,000 - 148,000; Full time

Job summary

OpenAI’s Toronto-based role to build and scale a dedicated Support Engineering team. The team will work with strategic enterprise accounts, product and engineering, and field teams to solve highly technical issues and enable adoption of OpenAI products.

The role will operate globally with 24x7 coverage and will transition from remote to in-office in Toronto as the team grows. Leadership will shape organizational processes and knowledge sharing across OpenAI.

Qualifications

• 5+ years leading and managing technical support engineering or software engineering teams.
• 10+ years of experience in technical support engineering or software engineering.
• Experience leading highly skilled engineering teams and empowering senior ICs while setting direction.
• Deep technical experience in application development or infrastructure with focus on reliability.
• Strong cross-functional partnership to influence engineering and product roadmaps.
• Automation-first mindset with tooling or processes that scale support with AI and systems thinking.

Responsibilities

• Build and lead a team of the foremost technical and troubleshooting experts at OpenAI.
• Partner with engineering and customer teams to resolve escalated issues and coordinate resources across teams.
• Operationalize learnings from issue resolution at scale and influence product roadmaps.
• Manage scaling and operations to deliver 24x7 coverage globally, including holidays and weekends.
• Build strong relationships with customers to ensure application success.
• Participate in broader leadership within Support and build across the organization.

Skills

Leadership

Technical leadership

Cross-functional collaboration

Automation

Troubleshooting

People management

Job description

OpenAI’s Toronto-based role to build and scale a dedicated Support Engineering team. The team will work with strategic enterprise accounts, product and engineering, and field teams to solve highly technical issues and enable adoption of OpenAI products.

The role will operate globally with 24x7 coverage and will transition from remote to in-office in Toronto as the team grows. Leadership will shape organizational processes and knowledge sharing across OpenAI.