Description
Compensation
The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The salary range for this role is $234K - $260K per year, with generous equity, performance-related bonuses for eligible employees, and the following benefits.
Benefits include:
- Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
- Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
- 401(k) retirement plan with employer match
- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
- Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
- 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend to fuel your professional growth
- Daily meals in our offices, and meal delivery credits as eligible
- Relocation support for eligible employees
- Additional taxable fringe benefits, such as charitable donation matching and wellness stipends
About the Team
OpenAI’s User Operations team ensures that our customers' product experience is exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
About the Role:
We are looking for a leader to build and scale our Support Engineering team, which will collaborate directly with our strategic enterprise accounts, our product and engineering teams, as well as our field teams to solve some of the most difficult technical problems faced by our customers. You will lead one of the best technical troubleshooting teams at OpenAI, and our customers and Engineering teams will look to you for technical guidance in addressing the most technically difficult issues in our environment.
Responsibilities
- Build and lead a team of the foremost technical and troubleshooting experts at OpenAI
- Partner with engineering and customer teams to build out our systems to ensure that we resolve escalated issues
- 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
- 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
Requirements
- Have a strong background in Ads support and Ads technology, with the technical depth to lead troubleshooting of complex customer integrations and production issues at scale
- 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