About this role
Leaders who combine organizational scaling with deep technical troubleshooting will find a strong operational fit within OpenAI's User Operations division. This team is establishing the initial post-AGI support unit, resolving intricate technical challenges and helping diverse organizations maximize the value of their deployments. The incoming lead will shape the global Dedicated Support Engineering function, defining strategies and establishing frameworks for proactive reliability and incident management.
Daily responsibilities involve building and mentoring global technical teams, designing customer engagement models, and guiding investigations into complex architectural failures. Success in this capacity demands extensive experience in enterprise support leadership, strong foundational knowledge in distributed systems, and the ability to influence cross-functional product and engineering priorities.
What you will do
- Define the charter, service model, priorities, and growth plan for Dedicated Support Engineering.
- Hire, coach, and develop senior technical talent and future leaders across a global organization.
- Establish how engineers are assigned to customers, build account knowledge, and conduct operational reviews.
- Guide the team through evidence-based, systems-level investigations of complex technical issues.
- Implement proactive reliability practices by assessing customer architectures and identifying emerging risks.
- Act as a senior escalation point during high-stakes customer situations and communicate clearly with executives.
- Turn patterns across customer investigations into evidence-backed recommendations for product and engineering teams.
- Apply OpenAI technology to preserve customer context, accelerate investigations, and automate repeatable work.
What you need
- Bring 12 or more years of experience in technical customer-facing roles.
- Possess at least 6 years of leadership responsibility for enterprise Support Engineering, Technical Account Management, or a comparable function.
- Demonstrate experience building or materially scaling a dedicated technical customer program with ownership of its service model and outcomes.
- Maintain a strong technical foundation in APIs, distributed systems, cloud infrastructure, and enterprise integrations.
- Show a proven history of maintaining long-term technical relationships with strategic enterprise customers.
Benefits
- Offers Equity
- Relocation assistance to new employees
Skills and tech stack
Questions candidates ask
Where is this role located?
This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
What is the compensation for this position?
The salary range is $284K – $385K alongside offers for equity.
What kind of background is required for this leadership position?
Candidates should bring 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 supporting complex production environments.