Support Delivery Lead

Jobtailor; San Francisco (CA); On-site; USD 180,000 - 250,000; Full time

Job summary

Jobtailor in San Francisco seeks an experienced leader to build and manage a world-class technical support team, serving as the final escalation point before Engineering.

You will partner with engineering and customer teams to resolve escalations, scale operations for global 24x7 coverage, and translate learnings into actions that drive product improvements and better customer outcomes.

Qualifications

• 10+ years of leading technical support engineering or software engineering teams in high-scale or fast-paced environments.
• 15+ years of experience in technical support engineering or software engineering.
• Experience empowering senior ICs while setting clear technical/operational direction.
• Deep technical experience in application development or infrastructure with a strong ops mindset.
• Strong ability to influence engineering and product roadmaps through support-driven insights.
• Automation-first mindset with tooling or processes that scale support via AI and systems thinking.

Responsibilities

• Build and lead a team of the foremost technical and troubleshooting experts. You are the last line of defense before the core Engineering team.
• Partner with engineering and customer teams to resolve escalated issues and coordinate resources across multiple teams.
• Operationalize learnings at scale, iterating on internal processes to improve customer experience 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 and trust during critical issues.
• Collaborate across the organization and contribute to broader leadership within Support.

Skills

Team Leadership

Cross-functional Partner

Operational Excellence

Automation

Strategic Leadership

Job description

Responsibilities

• Build and lead a team of the foremost technical and troubleshooting experts at OpenAI. You are the last line of defense before the core Engineering team.
• Partner with engineering and customer teams to build out our systems to ensure that we resolve escalated issues. You will engage with senior leaders internally or with customers and coordinate resources across multiple teams as needed.
• Take learnings from resolving customer issues and operationalize those solutions at scale, iterating on internal processes with Engineering/Go-To-Market/vendor partners, influencing product roadmaps, and improving overall customer experience with support.
• Manage scaling and operations of the team in order to deliver 24x7 coverage globally, including holidays and weekends based on business needs.
• Build strong relationships with our customers to ensure their application’s success.
• Ensure the team is assisting broadly where needed beyond the ‘core remit’ of the team.
• Be a part of the broader leadership team in Support. You will have the opportunity to build not just within this team, but across the organization.

Requirements

• Have 10+ years of experience leading technical support engineering or software engineering teams, ideally in high‑scale or fast‑paced environments.
• Have 15+ years of experience in technical support engineering or software engineering.
• Have experience leading highly skilled engineering teams and are comfortable empowering senior ICs while setting a clear technical and operational direction.
• Bring deep technical experience in application development or infrastructure, paired with a strong instinct for operational systems and customer reliability.
• Are a strong cross‑functional partner with a proven ability to influence engineering and product roadmaps through support‑driven insights.
• Take an automation‑first approach and have a track record of implementing tooling or processes that scale support impact through AI and systems thinking.
• Thrive in ambiguous environments and balance strategic leadership with a willingness to get into technical details when needed.
• Are energized by customer impact and excel at building trust with strategic accounts during critical issues or periods of transformation.
• Are mission‑driven, collaborative, and operate with high integrity and humility.

Core Competencies

Demonstrates extensive experience in leading technical support engineering teams, with a focus on operational excellence and customer reliability. Capable of influencing product roadmaps through support‑driven insights while fostering strong relationships with customers.