Support Delivery Lead

OpenAI
San Francisco
Workplace: HybridFull timeUSD 234,000 - 260,000 annuallyFunction: Transportation & Fleet OperationsExperience: 15+ yearsSkills: ["Leadership","Cross-functional collaboration","Systems thinking","Automation-first mindset","Customer focus"]

Lead and scale OpenAI’s new Support Engineering team that provides 24x7, high-difficulty technical troubleshooting for strategic enterprise customers. Partner with engineering, product, and field teams to resolve escalated issues, operationalize solutions at scale, and improve internal processes and customer experience. Build a global delivery capability from first principles, influence roadmaps with support insights, and set technical and operational direction for senior experts.

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FursaFursa
OpenAI
OpenAI
1 month ago

Support Delivery Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead and scale OpenAI’s new Support Engineering team that provides 24x7, high-difficulty technical troubleshooting for strategic enterprise customers. Partner with engineering, product, and field teams to resolve escalated issues, operationalize solutions at scale, and improve internal processes and customer experience. Build a global delivery capability from first principles, influence roadmaps with support insights, and set technical and operational direction for senior experts.
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, 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/go-to-market/vendor partners and improving customer experience.
  • •Manage scaling and operations to deliver 24x7 global coverage, including holidays and weekends based on business needs.
  • •Build strong customer relationships to ensure application success and contribute to broader Support leadership.

Pay and Benefits

Salary: USD 234,000 - 260,000 annually
Equity and Bonus:Equity
Perks:Relocation

Key Requirements

  • •10+ years leading technical support engineering or software engineering teams in high-scale or fast-paced environments.
  • •15+ years of experience in technical support engineering or software engineering.
  • •Experience leading highly skilled engineering teams; comfortable empowering senior ICs and setting technical/operational direction.
  • •Deep technical experience in application development or infrastructure with a focus on operational systems and customer reliability.
  • •Automation-first mindset with a track record of scaling support impact through tooling/processes using AI and systems thinking.
Experience:15+ years
Skills:LeadershipCross-functional collaborationSystems thinkingAutomation-first mindsetCustomer focus
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
WebsiteLinkedInGlassdoor