Support Delivery Lead

Details

OpenAI’s User Operations team supports customers in adopting AI, resolving complex issues, providing technical guidance, and maximizing value from OpenAI products. The team works closely with Sales, Technical Success, Product, Engineering, and other groups to deliver an exceptional customer experience at scale.

The Support Delivery Lead will build and scale a Support Engineering team serving strategic enterprise accounts. The team will collaborate with customers, product and engineering teams, and field teams to resolve highly complex technical issues. This role will establish a global team providing 24x7 technical coverage and determine the future direction of the organization.

This role is based in San Francisco, California, and follows a hybrid work model requiring three days in the office per week.

Responsibilities

• Build and lead a team of technical and troubleshooting experts who serve as the final line of defense before the core Engineering team.
• Partner with Engineering and customer teams to develop systems for resolving escalated issues.
• Engage senior internal leaders and customers, coordinating resources across multiple teams as needed.
• Operationalize lessons learned from customer issues and scale solutions through improved processes, tooling, and collaboration with Engineering, Go-to-Market, and vendor partners.
• Influence product roadmaps and improve the overall customer experience through support-driven insights.
• Manage the team’s operations and scaling to deliver global 24x7 coverage, including holidays and weekends based on business needs.
• Build strong relationships with customers to support the success of their applications.
• Ensure the team provides assistance beyond its core remit when needed.
• Participate in the broader Support leadership team and contribute to organizational initiatives.

Requirements

• 10+ years of experience 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 and empowering senior individual contributors while setting clear technical and operational direction.
• Deep technical experience in application development or infrastructure, combined with strong operational systems and customer reliability instincts.
• Proven ability to influence Engineering and Product roadmaps through support-driven insights.
• An automation-first approach and a track record of implementing tooling or processes that scale support impact through AI and systems thinking.
• Ability to thrive in ambiguous environments while balancing strategic leadership with hands-on technical involvement when needed.
• Strong customer focus and the ability to build trust with strategic accounts during critical issues or periods of transformation.
• Mission-driven, collaborative approach with high integrity and humility.

Benefits

• Base salary of $234,000–$260,000 per year, plus equity.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax Flexible Spending Accounts, dependent care, and commuter benefits.
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave.
• Paid time off, company holidays, office closures, and paid sick or safe time.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily office meals and eligible meal delivery credits.
• Relocation support for eligible employees.
• Additional benefits may include charitable donation matching and wellness stipends.