Support Delivery Lead

Details

About the Team

OpenAI’s User Operations team supports customers’ adoption of AI and works to deliver an exceptional product experience. The team resolves complex issues, provides technical guidance, and helps customers maximize value and adoption when deploying OpenAI products. It works closely with Sales, Technical Success, Product, Engineering, and other teams to deliver customer support at scale.

Customers range from early-stage startups to established global enterprises.

About the Role

OpenAI is looking for a leader to build and scale its Support Engineering team. The team will collaborate directly with strategic enterprise accounts, Product and Engineering teams, and field teams to solve difficult technical problems faced by customers.

The role will lead a highly technical troubleshooting team and provide technical guidance to customers and Engineering teams on complex issues. Responsibilities include building team knowledge, contributing to strategic initiatives, and improving organizational processes. The team will support innovative, high-scale AI solutions built on the OpenAI platform.

The team will handle high-difficulty situations and provide global 24x7 technical coverage, including holidays and weekends based on business needs. This role will build the team from first principles and help determine the future direction of the organization.

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

Responsibilities

• Build and lead a team of technical and troubleshooting experts who serve as the last line of defense before the core Engineering team.
• Partner with Engineering and customer teams to develop systems for resolving escalated issues.
• Engage with senior internal leaders and customers, coordinating resources across multiple teams as needed.
• Use lessons from customer issues to operationalize solutions at scale.
• Iterate on internal processes with Engineering, go-to-market, and vendor partners.
• Influence product roadmaps and improve the overall customer experience with support.
• Manage the team’s scaling and operations to deliver global 24x7 coverage.
• Build strong relationships with customers and ensure the success of their applications.
• Ensure the team provides support beyond its core remit when needed.
• Participate in the broader Support leadership team and contribute to organizational development.

Requirements

• 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.
• 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 skills.
• Proven ability to influence Engineering and Product roadmaps through support-driven insights.
• An automation-first approach, with a track record of implementing tooling or processes that scale support impact through AI and systems thinking.
• Ability to operate in ambiguous environments while balancing strategic leadership with hands-on technical detail when needed.
• Strong customer focus and the ability to build trust with strategic accounts during critical issues or periods of transformation.
• Mission-driven, collaborative, high-integrity, and humble working style.

Benefits

• Base salary of $284,000–$315,000 per year, plus equity.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for health, dependent care, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave.
• Paid time off and paid company holidays.
• 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 taxable fringe benefits may be provided.