Dedicated Support Engineering Lead

OpenAI
San Francisco
Workplace: HybridFull timeUSD 347,000 - 385,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Leadership","Customer ownership","Executive communication","Judgment","Cross-functional collaboration"]

Build and scale OpenAI’s global Dedicated Support Engineering function within User Operations/Premium Support. Define the service model, hire and coach senior technical talent, and establish how engineers drive complex investigations to resolution. Set standards for technical ownership, proactive reliability, and incident escalation while leading executive customer engagement. Turn investigation patterns into measurable outcomes and influence product/engineering priorities, using AI and automation with human oversight to improve quality and trust.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
OpenAI
OpenAI
22 hours ago

Dedicated Support Engineering Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Build and scale OpenAI’s global Dedicated Support Engineering function within User Operations/Premium Support. Define the service model, hire and coach senior technical talent, and establish how engineers drive complex investigations to resolution. Set standards for technical ownership, proactive reliability, and incident escalation while leading executive customer engagement. Turn investigation patterns into measurable outcomes and influence product/engineering priorities, using AI and automation with human oversight to improve quality and trust.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Set the strategy for Dedicated Support Engineering, including charter, service model, priorities, and growth plan.
  • •Build and develop a high-performing global organization by hiring, coaching, and establishing expectations for technical depth and performance.
  • •Design the customer engagement model: assignments, account knowledge, operational reviews, and handoffs across Support, Technical Success, Sales, and Engineering.
  • •Establish standards for technical ownership using evidence, reproduction, and systems-level investigation; guide when to mitigate or escalate.
  • •Lead proactive reliability and critical customer escalations, communicate clearly with executives, and ensure learnings result in completed corrective actions.

Pay and Benefits

Salary: USD 347,000 - 385,000 annually
Equity and Bonus:Equity
Perks:Relocation

Key Requirements

  • •12+ years of experience in technical customer-facing roles, including 6+ years of leadership responsibility for enterprise Support Engineering, Technical Account Management, or a comparable function.
  • •Experience building or materially scaling a dedicated technical customer program with ownership of service model, staffing, delivery standards, and outcomes.
  • •Lead senior engineers and develop technical leaders across regions with a clear approach to hiring, coaching, and performance.
  • •Strong technical foundation in APIs, distributed systems, cloud infrastructure, and enterprise integrations; evaluate investigation quality and guide teams through ambiguous failures.
  • •Experience in long-term technical relationships with strategic enterprise customers and leading high-stakes customer escalations with executives.
Experience:Enterprise supportTechnical account management
Skills:LeadershipCustomer ownershipExecutive communicationJudgmentCross-functional collaboration
Tech Stack:APIsDistributed systemsCloud infrastructureEnterprise integrationsAIAutomationReliabilityObservability

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