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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 leader will oversee a global, 24x7 technical support organization that handles the most complex and high-difficulty issues faced by OpenAI's enterprise customers. The role bridges customer success, product, and engineering teams to resolve escalated technical problems and drive organizational improvements.
Key responsibilities include: building and leading a team of elite technical troubleshooting experts who serve as the last line of defense before core engineering; partnering with engineering and customer teams to systematize solutions and improve processes; operationalizing learnings from customer issues to influence product roadmaps and scale support impact; managing global 24x7 coverage operations including holidays and weekends; building strong relationships with strategic customers; and contributing to broader support leadership initiatives.
The ideal candidate brings 6+ years of experience leading and managing technical support or software engineering teams in high-scale or fast-paced environments, plus 10+ years of hands-on technical experience. Required qualifications include deep expertise in application development or infrastructure, proven ability to lead highly skilled engineering teams while empowering senior individual contributors, strong cross-functional partnership skills, and a track record of implementing automation and AI-driven tooling to scale support. The role demands comfort with ambiguity, technical depth paired with operational systems thinking, customer impact orientation, and mission-driven collaboration. This is an opportunity to shape the future of post-AGI customer support at one of the world's leading AI companies.
