Global Support Engineering Lead

OpenAI; California (MO); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI’s San Francisco-based team seeks a leader to build and scale our Support Engineering organization, collaborating with enterprise accounts, product and engineering teams, and field teams to solve complex technical challenges. You will guide a new, highly skilled team and drive knowledge sharing across OpenAI’s customer-facing functions.

This role will own building a 24x7 global support capability, partnering with senior leaders and driving operational improvements.

Qualifications

• 10+ years in technical support engineering or software engineering
• 5+ years leading technical support engineering or software engineering teams
• Experience leading high-scale or fast-paced engineering teams
• Deep technical experience in application development or infrastructure
• Strong cross-functional partnership to influence roadmaps
• Automation-first approach with tooling to scale support
• Ability to thrive in ambiguous environments and balance leadership with hands-on work
• Proven ability to build trust with strategic accounts during critical issues

Responsibilities

• Build and lead a team of technical and troubleshooting experts at OpenAI.
• Partner with engineering and customer teams to resolve escalated issues across orgs.
• Operationalize learnings at scale and influence product roadmaps and internal processes.
• Oversee 24x7 global coverage including holidays and weekends.
• Build strong relationships with customers to ensure application success.
• Support broader org efforts beyond the core remit of the team.
• Be part of the broader Support leadership team to drive organizational impact.

Skills

Leadership

Cross-functional collaboration

Strategy & operations

Automation & tooling

Customer focus

Job description

OpenAI’s San Francisco-based team seeks a leader to build and scale our Support Engineering organization, collaborating with enterprise accounts, product and engineering teams, and field teams to solve complex technical challenges. You will guide a new, highly skilled team and drive knowledge sharing across OpenAI’s customer-facing functions.

This role will own building a 24x7 global support capability, partnering with senior leaders and driving operational improvements.