Dedicated Support Engineering Lead
OpenAIVisit OpenAI website
AI research and deployment company building and deploying frontier AI products, including ChatGPT, Codex, and its API platform.
Recently funded151 current maintainers88 active leads20 new active leads99 lead step-downs12 early lead departures
San Francisco, United States
Projects
About OpenAI
OpenAI’s mission is to ensure artificial general intelligence benefits all of humanity. It consists of the nonprofit OpenAI Foundation and OpenAI Group, a public benefit corporation governed by the Foundation.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will define and scale a global Dedicated Support Engineering function. You will hire and coach senior technical staff, establish customer engagement and reliability practices, lead critical escalations, measure service outcomes, and drive automation and product improvements from customer evidence.
Requirements
- 12+ years of experience in technical customer-facing roles
- 6+ years of leadership responsibility in enterprise Support Engineering, Technical Account Management, or a comparable function
- Experience building or scaling a dedicated technical customer program
- Experience leading senior engineers and developing technical leaders across regions
- Technical knowledge of APIs, distributed systems, cloud infrastructure, and enterprise integrations
- Experience maintaining technical relationships with strategic enterprise customers
- Experience leading high-stakes customer escalations
- Senior stakeholder management and cross-functional influence
- Experience improving operations through automation or AI
Responsibilities
- Define the Dedicated Support Engineering strategy, service model, priorities, and growth plan
- Hire, coach, and develop senior technical talent and future leaders
- Design customer assignment, account knowledge, operational review, and handoff models
- Set standards for technical investigation, mitigation, and engineering escalation
- Establish proactive reliability practices for customer architectures and critical events
- Lead critical customer escalations and executive communications
- Build capacity plans, coverage arrangements, and investment proposals
- Define and measure service-quality, mitigation, recurrence, customer-confidence, and risk-reduction outcomes
- Influence product and engineering priorities through customer investigation evidence
- Apply AI and automation to preserve context, accelerate investigations, detect risks, and automate work
Benefits
- Medical, dental, and vision insurance with employer Health Savings Account contributions
- Pre-tax Health FSA, Dependent Care FSA, and commuter accounts
- 401(k) retirement plan with employer match
- Paid parental, medical, and caregiver leave
- Flexible paid time off for exempt employees or up to 15 days annually for non-exempt employees
- Paid company holidays, office closures, and 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
- Charitable donation matching and wellness stipends may be provided
