Support Delivery Lead

About the Team

OpenAI's User Operations team leads customers' adoption of AI, ensuring an exceptional product experience. They resolve complex issues, provide technical guidance, and support customers in maximising value and adoption from deploying OpenAI products.

About the Role

We are seeking a leader to build and scale our Support Engineering team, collaborating with strategic enterprise accounts, product and engineering teams, and field teams to solve complex technical problems. You will lead a team of technical troubleshooting experts, providing technical guidance and addressing difficult issues. You will play a key role in building knowledge within the team and contributing to strategic initiatives for organisational and process improvements.

Key Responsibilities:

• Build and lead a team of technical and troubleshooting experts at OpenAI.
• Partner with engineering and customer teams to build systems that resolve escalated issues.
• Operationalise solutions from customer issue learnings, iterating on internal processes and influencing product roadmaps.
• Manage team scaling and operations to deliver 24x7 global coverage.
• Build strong relationships with customers to ensure their application's success.
• Ensure the team assists broadly beyond its core remit.
• Be part of the broader leadership team in Support.

Qualifications:

• 6+ years of experience leading and managing technical support engineering or software engineering teams.
• 10+ 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, paired with operational systems and customer reliability expertise.
• Strong cross-functional partnership and ability to influence engineering and product roadmaps.
• Automation-first approach with a track record of implementing scalable tooling or processes.
• Ability to thrive in ambiguous environments and balance strategic leadership with technical details.
• Customer-impact driven and excellent at building trust with strategic accounts.
• Mission-driven, collaborative, and operating with high integrity and humility.