Remote Global Support Engineering Lead (24x7)

Zekai; United States; Remote; USD 129,000 - 200,000; Full time

Job summary

OpenAI is building a new Support Engineering leadership to scale 24x7 technical coverage for strategic enterprise accounts, collaborating with product, engineering and field teams to resolve the most challenging issues at scale. This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.

We seek a leader with strong technical and people skills to guide teams and improve processes across the organization.

Qualifications

• 5+ years leading technical support or software teams.
• 10+ years in technical support or software engineering.
• Experience empowering senior ICs while setting technical direction.
• Deep technical experience in application development or infrastructure.
• Ability to influence engineering and product roadmaps from support insights.
• Automation-first approach to scale support with AI and systems thinking.
• Thrive in ambiguous environments and balance leadership with hands-on work.
• Strong focus on customer impact and building trust with strategic accounts.
• Mission-driven, collaborative, with integrity and humility.

Responsibilities

• Build and lead a team of top technical and troubleshooting experts.
• Partner with engineering and customer teams to resolve escalated issues.
• Operationalize learnings at scale; iterate internal processes with stakeholders.
• Manage 24x7 global coverage including holidays and weekends.
• Build relationships with customers to ensure application success.
• Contribute beyond the core remit and participate in broader leadership.
• Collaborate across the organization to drive strategic initiatives.

Skills

Leadership

Engineering leadership

Cross-functional collaboration

Automation mindset

Ambiguity tolerance

Job description

OpenAI is building a new Support Engineering leadership to scale 24x7 technical coverage for strategic enterprise accounts, collaborating with product, engineering and field teams to resolve the most challenging issues at scale. This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.

We seek a leader with strong technical and people skills to guide teams and improve processes across the organization.