Head of Dedicated Support Engineering
AI research and deployment company building and deploying frontier AI products, including ChatGPT, Codex, and its API platform.
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 build and scale the global Dedicated Support Engineering function, defining its strategy, service model and team. You will design the customer engagement model, set standards for technical ownership, build proactive reliability practices, lead critical customer escalations, and influence product and engineering priorities. You will also apply AI and automation to the function. The role is based in San Francisco with 3 office days per week.
Requirements
- 12+ years in technical customer-facing roles, including 6+ years leading enterprise Support Engineering, Technical Account Management or similar
- Built or materially scaled a dedicated technical customer program
- Experience leading senior engineers and developing technical leaders across regions
- Strong technical foundation in APIs, distributed systems, cloud infrastructure and enterprise integrations
- Long-term relationships with strategic enterprise customers
- Led high-stakes customer escalations
- Ability to influence senior stakeholders
- Sound judgment balancing commitments, quality, staffing and economics
- Delivered improvements through automation or AI
- Comfortable establishing direction in ambiguity
Responsibilities
- Set the strategy for Dedicated Support Engineering
- Build and develop a high-performing global organization
- Design the customer engagement model
- Set the standard for technical ownership
- Build proactive reliability into the service
- Lead through critical customer situations
- Own delivery quality and sustainable growth with capacity plans
- Define and measure meaningful outcomes
- Influence product and engineering priorities
- Make AI and automation foundational to the function
Benefits
- Equity
- Performance-related bonus
- Medical, dental, and vision insurance with employer HSA contributions
- Pre-tax Health FSA, Dependent Care FSA and commuter accounts
- 401(k) with employer match
- Paid parental leave (up to 24 weeks birth parents, 20 weeks non-birthing parents)
- Paid medical and caregiver leave (up to 8 weeks)
- Flexible PTO for exempt employees
- 13+ paid company holidays and coordinated office closures
- Paid sick or safe time
- 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
- Relocation assistance
- Charitable donation matching and wellness stipends