Support Delivery Lead

OpenAI

Leader for OpenAI's Support Engineering team, collaborating with enterprise accounts and driving technical solutions. Building a new team to deliver exceptional customer support across global operations.

Posted 7/16/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $234,000 - $260,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading technical support engineering teams, with a focus on operational excellence and customer reliability. Capable of influencing product roadmaps through support-driven insights while fostering strong relationships with customers.

Highest-signal resume keywords

Technical Support Engineering LeadershipApplication Development ExpertiseCross-Functional CollaborationAutomation-First ApproachCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Support EngineeringSoftware EngineeringApplication DevelopmentInfrastructure ManagementOperational SystemsAI ImplementationProcess AutomationTooling DevelopmentCustomer ReliabilityEscalation Management

Soft Skills

Strategic LeadershipCollaborationTrust BuildingIntegrityHumility

Industry Keywords

High-Scale EnvironmentsFast-Paced EnvironmentsCustomer ExperienceSupport Operations24x7 Coverage

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Build and lead a team of the foremost technical and troubleshooting experts at OpenAI. You are the last line of defense before the core Engineering team.
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.
Take learnings from resolving customer issues and operationalize those solutions at scale, iterating on internal processes with Engineering/Go-To-Market/vendor partners, influencing product roadmaps, and improving overall customer experience with support.
Manage scaling and operations of the team in order to deliver 24x7 coverage globally, including holidays and weekends based on business needs.
Build strong relationships with our customers to ensure their application’s success.
Ensure the team is assisting broadly where needed beyond the ‘core remit’ of the team
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
401(k) retirement plan with employer match
Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend to fuel your professional growth
Daily meals in our offices, and meal delivery credits as eligible
Relocation support for eligible employees
Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.