Support Delivery Lead - Toronto
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 lead a team of top technical troubleshooting experts who serve as the last line of defense before core Engineering. You will partner with engineering and customer teams, operationalize learnings from customer issues, and scale a 24x7 global team while building relationships with strategic customers.
Requirements
- 5+ years leading technical support or software engineering teams
- 10+ years in technical support engineering or software engineering
- Experience leading highly skilled engineering teams and empowering senior ICs
- Deep technical experience in application development or infrastructure
- Ability to influence engineering and product roadmaps
- Automation-first approach with AI and systems thinking
- Experience building trust with strategic accounts
Responsibilities
- Build and lead a team of technical troubleshooting experts
- Partner with engineering and customer teams to build systems for resolving escalated issues
- Operationalize learnings from customer issues and influence product roadmaps
- Manage scaling and operations to deliver 24x7 global coverage
- Build strong relationships with customers
- Assist broadly beyond the team's core remit
- Contribute to the broader Support leadership team
Benefits
- Equity
- Performance-related bonus
- Medical, dental, and vision insurance
- Paid parental leave
- 20 days paid time off per year
- 12+ paid company holidays and office closures
- Paid sick time