About this role
Professionals who thrive in ambiguous environments and enjoy building new organizations from first principles will find a strong fit leading this support engineering function at OpenAI. The User Operations team is establishing a post-AGI support infrastructure designed to guide startups and global enterprises through AI adoption while ensuring exceptional product experiences.
Leadership in this role involves directing a global technical troubleshooting group that acts as the final escalation layer before core engineering. Daily responsibilities include coordinating resources for complex enterprise accounts, influencing product roadmaps with customer insights, and establishing operational frameworks to deliver continuous coverage.
What you will do
- Build and lead a team of technical troubleshooting experts who serve as the final line of defense before core engineering.
- Collaborate with engineering and customer teams to construct systems that resolve escalated technical issues.
- Operationalize solutions from customer interactions at scale by refining internal processes and influencing product roadmaps.
- Manage the scaling and operations of a global team to maintain continuous coverage across time zones, holidays, and weekends.
- Establish strong relationships with strategic accounts to guarantee the success of their applications.
- Contribute to broader support leadership initiatives and assist across the organization beyond the core remit.
What you need
- Bring at least 8 years of professional background in technical support engineering or software engineering.
- Possess a minimum of 4 years of experience leading technical support or software engineering teams in high-scale environments.
- Demonstrate deep technical expertise in application development or infrastructure paired with strong operational instincts.
- Show a proven ability to influence engineering and product roadmaps through actionable customer insights.
- Apply an automation-first approach with a history of implementing tooling and processes that scale support impact.
- Demonstrate comfort in empowering senior individual contributors while setting clear technical direction.
Benefits
- Offers Equity
- Relocation assistance to new employees
Questions candidates ask
Where is this role located and what is the remote work policy?
This role is based in San Francisco, CA. The company uses a hybrid work model requiring 3 days in the office per week.
What is the compensation package for this position?
The position offers a salary range of $284K to $315K along with equity opportunities.
What kind of team will I be leading?
You will build and scale a Support Engineering team that collaborates directly with strategic enterprise accounts and core engineering. The global team handles high-difficulty situations and provides 24x7 technical coverage.