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OpenAI's Senior Support Engineering team is seeking a Manager to build and lead a high-performing team of experienced Senior Support Engineers with backgrounds in software engineering, site reliability engineering, and systems architecture. This role focuses on ensuring developers and enterprises can reliably build mission-critical solutions using OpenAI models.
In this position, you will lead a team of deeply technical engineers who operate with autonomy, tackle complex technical challenges, and serve as the final escalation point before Engineering. Key responsibilities include:
- Building and managing a team of tenured Senior Support Engineers who bring expertise in diagnosing and solving complex issues on OpenAI's technologies
- Owning continuous improvement of incident management processes, including tooling, automation, and team readiness
- Leading strategic workload health monitoring and alerting programs for key enterprise customers with 24x7 operational coverage
- Guiding the team in designing and implementing automation and internal tools with an AI-first mindset to scale support operations
- Collaborating closely with Engineering, Product, and Go-To-Market teams to escalate, resolve, and prevent high-impact technical issues
- Representing Support Engineering in customer conversations and internal forums, driving clarity on issue resolution and reliability expectations
- Contributing to hiring plans and global shift coverage as the organization expands
- Participating in broader Support leadership strategy, operations, and culture
The ideal candidate brings 10+ years of technical support engineering, software engineering, or site reliability engineering experience with hands-on production systems support at scale, plus 5+ years managing engineers or leading complex multi-person technical projects. You should have deep technical experience in application development or infrastructure, strong cross-functional partnership skills, and a proven track record of implementing automation and tooling that scales support impact. You thrive in ambiguous environments, balance strategic leadership with technical depth, and are energized by customer impact and building trust with strategic accounts.
OpenAI operates a hybrid work model requiring 3 days in the office per week, with relocation assistance available for new employees.
