Support Delivery Lead

OpenAI
San Francisco
Workplace: HybridFull timeUSD 284,000 - 315,000 annuallyFunction: Transportation & Fleet OperationsExperience: 8+ yearsSkills: ["Leadership","Cross-functional collaboration","Systems thinking","Automation-first mindset","Thriving in ambiguity"]

Build and scale OpenAI’s Support Engineering team that provides 24x7 technical coverage for enterprise accounts. Lead a team of troubleshooting experts as the last line of defense, partnering with engineering, product, and field teams to resolve escalated issues. Convert customer issue learnings into scalable systems and process improvements, influencing roadmaps through support-driven insights and improving overall customer reliability and experience.

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FursaFursa
OpenAI
OpenAI
14 hours ago

Support Delivery Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Build and scale OpenAI’s Support Engineering team that provides 24x7 technical coverage for enterprise accounts. Lead a team of troubleshooting experts as the last line of defense, partnering with engineering, product, and field teams to resolve escalated issues. Convert customer issue learnings into scalable systems and process improvements, influencing roadmaps through support-driven insights and improving overall customer reliability and experience.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Manager level

Key Responsibilities

  • •Build and lead a team of technical troubleshooting experts; serve as the last line of defense before core Engineering.
  • •Partner with engineering and customer teams to design systems that resolve escalated issues; coordinate resources across multiple teams.
  • •Operationalize learnings from customer issue resolution into scalable processes with Engineering, go-to-market, and vendor partners.
  • •Manage team scaling and operations to deliver 24x7 global coverage, including holidays and weekends.
  • •Build strong customer relationships to ensure success and support broader needs beyond the team’s core remit.

Pay and Benefits

Salary: USD 284,000 - 315,000 annually
Equity and Bonus:Equity

Key Requirements

  • •8+ years of experience in technical support engineering or software engineering
  • •4+ years of experience leading technical support engineering or software engineering teams
  • •Experience leading highly skilled engineering teams and setting clear technical and operational direction
  • •Deep technical experience in application development or infrastructure with strong operational-systems thinking
  • •Automation-first mindset with a track record of implementing tooling or processes that scale support impact through AI and systems thinking
Experience:8+ yearsTechnical support engineeringSoftware engineeringAI
Skills:LeadershipCross-functional collaborationSystems thinkingAutomation-first mindsetThriving in ambiguity
Tech Stack:AI

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
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