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OpenAI's User Operations team is seeking a Support Delivery Lead to build and scale the Support Engineering team from first principles. This is a leadership role focused on creating the company's first post-AGI support organization that will handle the most technically complex issues faced by enterprise customers.
You will lead a global, 24x7 technical troubleshooting team that serves as the last line of defense before the core Engineering team. Your responsibilities include:
- Building and leading a team of elite technical troubleshooting experts who handle high-difficulty escalations
- Partnering with Engineering and customer teams to design systems that resolve complex issues at scale
- Operationalizing solutions from customer issues, iterating on internal processes, and influencing product roadmaps
- Managing team scaling and operations to deliver continuous global coverage across time zones and holidays
- Building strong relationships with strategic enterprise customers to ensure their application success
- Serving as part of the broader Support leadership team, with opportunities to shape the organization beyond your direct team
- Taking learnings from support interactions and driving cross-functional improvements with Go-To-Market and vendor partners
The role is based in San Francisco with a hybrid work model (3 days in office per week). OpenAI offers relocation assistance.
You will work with customers ranging from early-stage startups to established global enterprises, and your technical guidance will be critical to solving some of the most difficult problems in the AI deployment space.
QUALIFICATIONS:
- 8+ years of experience in technical support engineering or software engineering
- 4+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments
- Proven experience leading highly skilled engineering teams with ability to empower senior individual contributors while setting clear technical and operational direction
- Deep technical experience in application development or infrastructure, paired with strong instinct for operational systems and customer reliability
- Strong cross-functional partnership skills with proven ability to influence engineering and product roadmaps through support-driven insights
- Automation-first mindset with track record of implementing tooling or processes that scale support impact through AI and systems thinking
- Ability to thrive in ambiguous environments, balancing strategic leadership with willingness to engage in technical details
- Energized by customer impact and skilled at building trust with strategic accounts during critical issues or transformation periods
- Mission-driven, collaborative, operating with high integrity and humility
