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 position is $234K - $260K per year, with additional compensation including generous equity, performance-related bonuses, and benefits.
Benefits include:
- Medical, dental, and vision insurance for you and your family
- Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses
- 401(k) retirement plan with employer match
- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
- Paid medical and caregiver leave (up to 8 weeks)
- Flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
- 13+ paid company holidays
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend
- Daily meals in offices and meal delivery credits
- Relocation support for eligible employees
About the Team
The User Operations team at OpenAI supports customers' adoption of AI and ensures exceptional product experiences. The team resolves complex issues, provides technical guidance, and works closely with Sales, Technical Success, Product, Engineering, and others.
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. The ideal candidate will have a combination of technical capabilities and strong leadership and systems-building strengths.
Responsibilities
- Build and lead a team of technical and troubleshooting experts
- Partner with engineering and customer teams to build systems and resolve escalated issues
- Operationalize solutions at scale and iterate on internal processes
- Manage team scaling and operations to deliver 24x7 global coverage
- Build strong relationships with customers to ensure application success
- Assist broadly beyond the team's core remit
- Be part of the broader leadership team in Support
Requirements
- Strong technical background and experience working with U.S. federal government agencies
- 10+ years of experience leading technical support engineering or software engineering teams
- 15+ years of experience in technical support engineering or software engineering
- Experience leading highly skilled engineering teams
- Deep technical experience in application development or infrastructure
- Strong cross-functional partnership and ability to influence engineering and product roadmaps
- Automation-first approach and track record of implementing tooling or processes that scale support impact
- Ability to thrive in ambiguous environments and balance strategic leadership with technical details
- Mission-driven, collaborative, and operates with high integrity and humility