About the Team 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. About the Role We are looking for a leader to build and scale our Support Engineering team, which will collaborate directly with our strategic enterprise accounts, our product and engineering teams, as well as our field teams to solve some of the most difficult technical problems faced by our customers. 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. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. 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. This will be an opportunity to build this new team from first principles - your leadership will determine the future of this organization. The ideal candidate will have a combination of technical capabilities mixed with strong leadership and systems building strength. This role is based in San Francisco, CA. We use a hybrid work model of 3 days
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About the Team 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. About the Role We are looking for a leader to build and scale our Support Engineering team, which will collaborate directly with our strategic enterprise accounts, our product and engineering teams, as well as our field teams to solve some of the most diffi
…What they are looking for
Skills & requirements
Qualification
Have 8+ years of experience in technical support engineering or software engineering Have 4+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments 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
Department · User Operations
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OpenAI
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