Dedicated Support Engineering Lead

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

Within Premium Support, Dedicated Support Engineers combine deep technical troubleshooting with an enduring understanding of our most strategic customers’ architectures, critical workloads, and business priorities. Through proactive reliability work, ownership during incidents, and AI-powered support capabilities, we help customers operate successfully as their use of OpenAI grows.

You might thrive in this role if you...

• Have 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.
• Have built or materially scaled a dedicated technical customer program, with ownership of its service model, staffing, delivery standards, and outcomes.
• Bring experience leading senior engineers and developing technical leaders across regions, with a clear approach to hiring, coaching, and performance.
• Have a strong technical foundation in APIs, distributed systems, cloud infrastructure, and enterprise integrations. You can evaluate investigation quality, challenge hypotheses, and guide teams through ambiguous failures.
• Have maintained long-term technical relationships with strategic enterprise customers, connecting architecture and workload context to business impact and operational priorities.
• Have led high-stakes customer escalations and can earn trust with both engineering teams and executives while communicating uncertainty accurately.
• Can influence senior stakeholders across organizational boundaries, resolve competing priorities, and translate customer evidence into concrete technical and operational changes.
• Have demonstrated sound judgment in balancing customer commitments, service quality, staffing, and the economics of a growing support function.
• Have delivered measurable improvements through automation or AI and can distinguish promising experiments from capabilities ready for dependable customer use.
• Are comfortable establishing direction in ambiguity, taking accountability for difficult decisions, and building a team that operates with curiosity, humility, and urgency.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.