Global Support Engineering Lead

OpenAI; San Francisco (CA); Hybrid; USD 234,000 - 260,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

OpenAI is expanding its User Operations team and seeking a leader to build and scale a high‑caliber Support Engineering organization. The role collaborates with Sales, Product, Engineering, and field teams to address the most complex technical problems and deliver outstanding customer experiences.

The position is based in San Francisco with a hybrid work model and relocation assistance. You will lead a global, 24×7 team, shaping processes, driving improvements, and partnering with strategic

Qualifications

• 10+ years leading technical support or software engineering teams.
• 15+ years of experience in technical support engineering or software engineering.
• Experience leading highly skilled engineering teams and empowering senior ICs.
• Deep technical experience in application development or infrastructure.
• Strong cross-functional partnership to influence roadmaps through support insights.
• Automation-first approach to scale support with AI and systems thinking.

Responsibilities

• Build and lead a team of technical and troubleshooting experts at OpenAI.
• Partner with engineering and customer teams to resolve escalated issues.
• Operationalize learnings at scale and influence product roadmaps.
• Manage 24x7 global coverage including holidays and weekends.
• Build strong relationships with customers to ensure their application’s success.
• Be part of the broader leadership team in Support.

Skills

Team leadership

Experience 10+ years

Experience 15+ years

Technical depth

Cross-functional influence

Automation mindset

Adaptability

Job description

OpenAI is expanding its User Operations team and seeking a leader to build and scale a high‑caliber Support Engineering organization. The role collaborates with Sales, Product, Engineering, and field teams to address the most complex technical problems and deliver outstanding customer experiences.

The position is based in San Francisco with a hybrid work model and relocation assistance. You will lead a global, 24×7 team, shaping processes, driving improvements, and partnering with strategic