Support Delivery Lead

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OpenAI

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

OpenAI is a leading research organization and company dedicated to creating advanced artificial intelligence technology, with a strong emphasis on safety and ethical considerations. OpenAI's mission is to ensure that artificial general intelligence (AGI) benefits all of humanity. The company develops AI products like ChatGPT, which can assist users with tasks ranging from everyday requests to complex enterprise solutions. OpenAI also provides an API platform that integrates its AI models into various applications. The company is focused on innovation in AI and improving data analysis capabilities, while emphasizing safety and ethical governance of their systems.

📋 Description

• Build and lead a team of technical and troubleshooting experts serving as the last line of defense before core Engineering • Partner with Engineering and customer teams to develop systems for resolving escalated issues • Engage senior internal or customer leaders and coordinate resources across multiple teams • Operationalize learnings from customer issues at scale • Iterate on internal processes with Engineering, Go-to-Market, and vendor partners • Influence product roadmaps and improve the overall customer support experience • Manage team scaling and operations to deliver global 24x7 coverage • Build strong customer relationships and ensure application success • Ensure the team assists broadly beyond its core remit • Contribute to Support’s broader leadership team and organization-wide initiatives

🎯 Requirements

• 6+ years of experience leading and managing technical support engineering or software engineering teams • 10+ years of experience in technical support engineering or software engineering • Experience in high-scale or fast-paced environments • Experience leading highly skilled engineering teams • Ability to empower senior individual contributors while setting clear technical and operational direction • Deep technical experience in application development or infrastructure • Strong understanding of operational systems and customer reliability • Proven ability to influence engineering and product roadmaps through support-driven insights • Automation-first approach with a track record of implementing scalable support tooling or processes • Ability to balance strategic leadership with technical detail in ambiguous environments • Experience building trust with strategic accounts during critical issues or transformation • Mission-driven, collaborative, high-integrity, and humble approach

🏖️ Benefits

• 24x7 technical coverage globally, including holidays and weekends based on business needs • Reasonable accommodations for applicants with disabilities • Immigration and sponsorship support may be provided based on individual circumstances