Support Delivery Lead

OpenAI
Toronto, Ontario
Workplace: RemoteFull timeFunction: Transportation & Fleet OperationsSkills: ["Leadership","Cross-functional collaboration","Operational systems thinking","Customer focus","Trust building"]

Lead and scale a global Support Engineering team that resolves the most difficult customer issues and provides technical guidance to enterprise accounts. Partner with engineering, product, and customer teams to operationalize solutions from escalations, improve internal processes, and influence roadmaps with support-driven insights. Build 24x7 coverage, set clear technical and operational direction, and turn learnings into scalable, automation-first support systems.

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FursaFursa
OpenAI
OpenAI
4 days ago

Support Delivery Lead

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead and scale a global Support Engineering team that resolves the most difficult customer issues and provides technical guidance to enterprise accounts. Partner with engineering, product, and customer teams to operationalize solutions from escalations, improve internal processes, and influence roadmaps with support-driven insights. Build 24x7 coverage, set clear technical and operational direction, and turn learnings into scalable, automation-first support systems.
Location: Toronto, Ontario
Workplace: Remote
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Manager level

Key Responsibilities

  • •Build and lead a team of top technical troubleshooting experts, serving as the last line of defense before core engineering.
  • •Partner with engineering and customer teams to build systems that resolve escalated issues and coordinate resources across teams.
  • •Operationalize learnings from customer issues at scale by iterating on processes with engineering and go-to-market/vendor partners and improving customer experience.
  • •Manage scaling and operations to deliver 24x7 global technical coverage, including holidays and weekends based on business needs.
  • •Act as a leader within Support, assist beyond the team’s core remit, and influence organizational process improvements and roadmaps.

Key Requirements

  • •6+ years leading and managing technical support engineering or software engineering teams in high-scale or fast-paced environments.
  • •10+ years of experience in technical support engineering or software engineering.
  • •Experience leading highly skilled engineering teams, empowering senior ICs, and setting clear technical and operational direction.
  • •Deep technical experience in application development or infrastructure, with strong operational systems thinking for customer reliability.
  • •Automation-first mindset with a track record of implementing tooling or processes that scale support impact, including using AI.
Experience:High-scale environmentsFast-paced environments
Skills:LeadershipCross-functional collaborationOperational systems thinkingCustomer focusTrust building
Tech Stack:AIAutomation

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALL·E) and AI infrastructure, providing APIs and consumer products to accelerate safe AGI for broad benefit.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Hectocorn (USD 100B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 4.4
WebsiteLinkedInGlassdoor