Description
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.
This team will handle high difficulty situations and issues. The team will be global, providing 24x7 technical coverage for our customers. This will be an opportunity to build this new team from first principles - your leadership will determine the future of this organization.
The ideal candidate will have a combination of technical capabilities mixed with strong leadership and systems building strength.
Key responsibilities include:
- Building and leading a team of the foremost technical and troubleshooting experts at OpenAI.
- Partnering with engineering and customer teams to build out our systems to ensure that we resolve escalated issues.
- Taking learnings from resolving customer issues and operationalizing those solutions at scale.
- Managing scaling and operations of the team in order to deliver 24x7 coverage globally.
- Building strong relationships with our customers to ensure their application’s success.
You will 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.
To be successful in this role, you will need to have:
- 10+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
- Experience leading highly skilled engineering teams and are comfortable empowering senior ICs while setting a clear technical and operational direction.
- Deep technical experience in application development or infrastructure, paired with a strong instinct for operational systems and customer reliability.
- A strong cross-functional partner with a proven ability to influence engineering and product roadmaps through support-driven insights.
- An automation-first approach and have a track record of implementing tooling or processes that scale support impact through AI and systems thinking.
- The ability to thrive in ambiguous environments and balance strategic leadership with a willingness to get into technical details when needed.
- A passion for customer impact and excellence at building trust with strategic accounts during critical issues or periods of transformation.
If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply!