Support Delivery Lead

Details

About the Team

OpenAI’s User Operations team shepherds our customers' adoption of AI and ensures that our customers' product experience is exceptional. The team resolves complex issues, provides technical guidance, and supports customers in maximizing value and adoption from deploying OpenAI products. The team works closely with Sales, Technical Success, Product, Engineering and others to deliver great customer experiences at scale. Customers range from early-stage startups to established global enterprises.

About the Role

You will build and scale the Support Engineering team that collaborates directly with strategic enterprise accounts, product and engineering teams, and field teams to solve technically difficult problems. You will lead a technical troubleshooting team that acts as the last line of defense before core Engineering, own knowledge building, and lead strategic initiatives for organizational and process improvements. The team will be global and provide 24x7 technical coverage. This role is based in San Francisco, CA and uses a hybrid work model (3 days in office per week). OpenAI offers relocation assistance to new employees.

Responsibilities

• Build and lead a team of technical and troubleshooting experts; serve as the last line of defense before core Engineering.
• Partner with engineering and customer teams to build systems that resolve escalated issues and coordinate resources across multiple teams.
• Take learnings from customer issues and operationalize solutions at scale; iterate on internal processes with Engineering/Go-To-Market/vendor partners and influence product roadmaps.
• Manage scaling and operations to deliver 24x7 global coverage, including holidays and weekends as needed.
• Build strong relationships with customers to ensure their applications' success.
• Ensure the team assists broadly beyond the core remit when needed.
• Participate in the broader Support leadership team and contribute to building across the organization.

Qualifications

• 10+ years leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
• 15+ years of experience in technical support engineering or software engineering.
• Experience leading highly skilled engineering teams; comfortable empowering senior ICs while setting clear technical and operational direction.
• Deep technical experience in application development or infrastructure, paired with strong instincts for operational systems and customer reliability.
• Proven ability to influence engineering and product roadmaps through support-driven insights.
• Automation-first mindset with a track record implementing tooling or processes that scale support impact through AI and systems thinking.
• Ability to thrive in ambiguous environments and balance strategic leadership with hands-on technical involvement when needed.
• Strong customer focus and ability to build trust with strategic accounts during critical issues or transformation periods.
• Mission-driven, collaborative, and operate with high integrity and humility.

Benefits

• Base pay range listed: $234K–$260K; offers equity and may include performance-related bonuses.
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts (Health FSA, Dependent Care FSA, commuter expenses).
• 401(k) retirement plan with employer match.
• Paid parental leave, paid medical and caregiver leave.
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays and multiple coordinated office closures.
• 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 as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits (charitable donation matching, wellness stipends).

About OpenAI

OpenAI is an AI research and deployment company focused on ensuring general-purpose AI benefits all of humanity. The company emphasizes safety and inclusive perspectives. OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities.