OpenAI

OpenAI

Support Delivery Lead

San Francisco · Contract

Sponsorship not specifiedDetected 5 days ago
ExcelCustomer SupportResearchLeadership

About the role

  • Working directly with our most strategic customers - You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with the OpenAI platform.
  • This team will handle high difficulty situations and issues.
  • The team will be global, providing 24x7 technical coverage for our customers.

Requirements

  • Have 10+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
  • Have 15+ years of experience in technical support engineering or software engineering
  • Have experience leading highly skilled engineering teams and are comfortable empowering senior ICs while setting a clear technical and operational direction.
  • Bring deep technical experience in application development or infrastructure, paired with a strong instinct for operational systems and customer reliability.
  • Are a strong cross-functional partner with a proven ability to influence engineering and product roadmaps through support-driven insights.
  • Take an automation-first approach and have a track record of implementing tooling or processes that scale support impact through AI and systems thinking.
  • Thrive in ambiguous environments and balance strategic leadership with a willingness to get into technical details when needed.
  • Are energized by customer impact and excel at building trust with strategic accounts during critical issues or periods of transformation.
  • Are mission-driven, collaborative, and operate with high integrity and humility.
  • 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 https://cdn.openai.com/policies/eeo-policy-statement.pdf.
  • 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

Benefits

  • Manage scaling and operations of the team in order to deliver 24x7 coverage globally, including holidays and weekends based on business needs.

Company info

  • OpenAI's User Operations team shepherds our customer's 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.
  • You will lead one of the best technical troubleshooting teams at OpenAI, and our customers and Engineering teams will look to you for technical guidance in addressing the most technically difficult issues in our environment.
  • Partner with engineering and customer teams to build out our systems to ensure that we resolve escalated issues. You will engage with senior leaders internally or with customers and coordinate resources across multiple teams as needed.
  • Build strong relationships with our customers to ensure their application's success.
  • Be a part of the broader leadership team in Support. You will have the opportunity to build not just within this team, but across the organization.
  • We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241.
  • 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.
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This listing is sourced directly from OpenAI's careers page and normalized into a canonical job model.