Technical Escalations Engineer 2 in United States

About the Team The User Operations team (Support) is central to ensuring that our customers' experience with our products is nothing short of exceptional. 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’re seeking a Program Manager to lead support readiness and operational programs for OpenAI’s cloud and strategic partnerships. You’ll work closely with Engineering, Product, Support Delivery, and external partners to translate complex technical and business requirements into scalable customer support experiences. This role will help define how we support customers across partner ecosystems, from launch planning and issue-routing workflows to escalation management and ongoing operational improvements. In this role, you will: Lead support readiness for new and existing cloud and strategic partnerships, including launch planning, operational design, and ongoing program execution. Partner closely with Engineering, Product, go-to-market teams, and external partners to develop support models for technically complex products and integrations. Define partner-specific customer journeys, support workflows, escalation paths, ownership models, and cross-company handoffs. Identify operational and technical risks, align stakeholders on solutions, and drive improvements that strengthen the customer experience. Establish clear success metrics and operating rhythms to monitor partnership health, launch readiness, and support performance. Use AI and automation to improve partner-related support workflows and scale operations effectively. You might thrive in this role if you: Have 8+ years of experience

About the Team The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. 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. Given OpenAI’s breakneck shipping cadence and growth – and the expectation that it will only accelerate – our ability to architect automation systems and agentic workflows for scale is central to our ability to maintain exceptional support quality in the face of AGI. About the Role As a Support Vendor Manager, you will own the health, performance, and long-term scalability of multiple support partner and vendor relationships. This is a vendor leadership role first and foremost: you will drive commercial and operational accountability (SLAs, QBRs, escalation paths, remediation plans), while also building the operating model that enables support to scale without linear headcount growth. You’ll collaborate closely with User Operations teams (e.g., Trust & Safety, Fraud & Risk), Systems/Tooling, Data partners, and Product/PM stakeholders as we launch new workflow and launch and scale new programs. You’ll be responsible for: End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs. Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans with clear owners and timelines. Escalation and risk management: Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regress

About the Team Critical Harm Operations sits within User Safety & Risk Operations and builds enforcement systems for Frontier Risk and Material Harm that are accurate, fast, defensible, and built to scale. We turn policy intent into operational readiness, review standards, quality systems, escalation paths, automation guardrails, and durable cross-functional operating models. About the Role We are looking for an exceptional Program Manager to help build durable operating systems and run some of OpenAI’s most complex safety operations. The core need is a high-agency operator who can take an ambiguous problem, create the right structure, align cross-functional partners, and drive the work through execution. This role will move across Critical Harm priorities as needs evolve. You may step into operationalizing national security or violent-activities workflows, support wellbeing and Frontier Risk initiatives, or help scale programs such as Trusted Access. Deep domain expertise is helpful but not required; the strongest candidates will learn quickly, exercise excellent judgment, and make complex programs move. In this role, you will: Lead strategic operational builds across priority workflows from problem statement to implemented operating model, including scope, owners, milestones, risks, success measures, and execution cadence. Translate policy, safety, technical, legal, and operational constraints into workflows, requirements, playbooks, escalation paths, and decision-making structures that teams can execute. Coordinate with User Ops leadership, Product Policy, Integrity, Safety Systems, i2, Legal, Product, Engineering, Support, vendors, and other partners to resolve dependencies and keep critical work moving. Move in and out of workflows as priorities shift—standing up new programs, stabilizing operations, improving handoffs, and transitioning durable ownership to the right team. Use operational data and frontline signals to identify bottlenecks, quality gaps, ca

About the Team We are a small and fast-moving partnerships team that shapes and executes OpenAI’s most important collaborations. Your mission is to design and operate the partner program for technology partners, ISVs, and marketplace participants. You will turn partner strategy into a simple, scalable experience from recruitment and onboarding through enablement, benefits, performance management, and growth. About the Role You are an operational builder with strong judgment, high ownership, and a track record of turning ambiguous goals into clear programs and measurable outcomes. You are comfortable working across product, engineering, GTM, marketing, operations, legal, finance, security, and support. You balance rigorous systems and governance with a thoughtful partner experience, and you can move quickly as the ecosystem evolves. In this role, you will: Design and run the end-to-end ISV and marketplace partner program. Define partner eligibility, segmentation, tiers, benefits, requirements, and lifecycle stages. Build repeatable onboarding, technical enablement, validation, listing, launch, and growth journeys. Establish program policies, documentation, service levels, governance, and escalation paths. Create partner communications, education, office hours, playbooks, and self-service resources. Develop program metrics and dashboards covering recruitment, activation, solution quality, adoption, revenue impact, and partner health. Coordinate launches and program changes across product, engineering, GTM, marketing, legal, security, finance, support, and operations. Capture partner feedback and translate it into program, product, and operating improvements. You might thrive in this role if you have: 8+ years of experience in partner programs, marketplaces, ecosystem operations, business operations, or program management. Proven experience building or scaling a technology partner, ISV, or marketplace program. Exceptional ability to convert ambiguous goals into clear p

About the Team The Employee Technology & Experience (ETX) team is responsible for delivering a world-class internal technology experience that enables employees to do their best work. We support and operate the employee-facing systems that keep the company moving quickly and efficiently. ETX spans support, logistics, AV, identity, endpoints, SaaS administration, automation, enterprise tooling, and internal infrastructure operations. We partner closely with Security, Engineering, Workplace, Finance, People, and other teams to keep OpenAI’s internal technology reliable, scalable, and moving at the pace of the company. About the Role We are hiring a Program Manager to help scale how IT operates across OpenAI. This role will lead complex cross-functional programs that improve operational maturity, streamline how teams work together, and turn high-impact initiatives into durable operational capabilities. You will work across IT, Security, Engineering, Workplace, and other functions to drive alignment, remove friction, and help build the operational foundation needed to support OpenAI’s rapid growth. You’ll be responsible for: Lead cross-functional operational programs that improve scalability, consistency, and operational maturity. Drive operational excellence initiatives across IT Support, employee lifecycle operations, meeting room and calendaring services, onsite support, vending, and research support environments. Build operating models, readiness plans, escalation paths, governance cadences, and success metrics for complex operational programs. Partner with technical teams to ensure new deployments, infrastructure investments, and internal platforms are operationally ready and sustainably supported at scale. Drive high-priority operational programs supporting company growth, including infrastructure expansion, operational integrations, and other emerging initiatives. Improve operational visibility, stakeholder alignment, and coordination across long-running cros

About the Team OpenAI’s Legal team helps advance our mission by tackling novel legal issues in AI. Our team brings together professionals across technology, privacy, intellectual property, corporate, employment, tax, regulatory, and litigation. Our regulatory compliance work turns legal requirements into practical programs that support responsible AI development and deployment. About the Role As a Legal Program Manager focused on regulatory compliance, you will build and manage cross-functional programs that translate counsel’s guidance into practical, sustainable operations. Your initial focus may include content moderation and/or frontier AI governance, with the mix shaped by team priorities and your strengths. You will partner with internal and external counsel, other legal program managers, and technical and business teams to coordinate implementation, evidence collection, reporting, and ongoing compliance. You’ll build repeatable systems that scale across regulations, products, and jurisdictions, helping teams navigate emerging requirements with clarity and sound judgment. This full-time role is based in San Francisco, CA, or New York, NY. In this role, you will: Lead regulatory compliance programs end to end: define scope, owners, milestones, dependencies, risks, and escalation paths, and drive execution with counsel and cross-functional partners. Translate counsel’s regulatory guidance into repeatable workflows, controls, and documentation. Depending on your portfolio, this may include content moderation disclosures, transparency reporting, reporting and appeals workflows, or frontier AI model launch readiness, evaluation and risk-management evidence, and incident reporting. Build strong partnerships across Product, Engineering, User Operations, Governance, Risk and Compliance (GRC), Global Affairs, Communications, and Go-to-Market to align program priorities and deliverables. Support regulatory inquiries, audits and investigations with counsel, organizing ev

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Support Systems Lead at Replit, you'll build and own the systems that let support scale as fast as the product does. You'll own the tools our team works in every day, the technical setup behind self-service and AI-driven support, and the infrastructure that keeps all of it current as Replit ships. Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You'll shape how our support systems adapt to new products, new surfaces, and AI-assisted workflows, operating effectively in ambiguity and turning ad hoc fixes into infrastructure the whole team can rely on. You'll combine hands-on technical depth with systems thinking to keep builders moving, whether they get unblocked through self-service, an AI agent, or a person. This is an individual contributor role to start, with room to grow and build out a team as support scales. IN THIS ROLE YOU WILL: Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and automation setup to business rules and permissions, keeping it able to flex and scale as needs change. Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping them running cleanly as volume and workflows change. Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions, keeping the systems working for each group as the stack changes. Partner with Engineering on the technical requirements for self-service and in-product support surfaces, and build the entry points, help widgets, and routing behind them. Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build the automations, bulk acti

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Support Systems Lead at Replit, you'll build and own the systems that let support scale as fast as the product does. You'll own the tools our team works in every day, the technical setup behind self-service and AI-driven support, and the infrastructure that keeps all of it current as Replit ships. Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You'll shape how our support systems adapt to new products, new surfaces, and AI-assisted workflows, operating effectively in ambiguity and turning ad hoc fixes into infrastructure the whole team can rely on. You'll combine hands-on technical depth with systems thinking to keep builders moving, whether they get unblocked through self-service, an AI agent, or a person. This is an individual contributor role to start, with room to grow and build out a team as support scales. IN THIS ROLE YOU WILL: Configure and maintain Zendesk and the surrounding support stack, from the day-to-day workflow and automation setup to business rules and permissions, keeping it able to flex and scale as needs change. Build and maintain assignment logic, queues, tagging and taxonomy, and escalation paths, keeping them running cleanly as volume and workflows change. Set up and maintain support tooling, workflows, and access across internal agents, outsourced vendors, and regions, keeping the systems working for each group as the stack changes. Partner with Engineering on the technical requirements for self-service and in-product support surfaces, and build the entry points, help widgets, and routing behind them. Spot the repetitive steps in agent and admin workflows before they become bottlenecks, and build the automations, bulk acti

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. Roblox is looking for a Senior Payments Compliance Manager to lead the design and enforcement of our global Know Your Customer (KYC), Anti-Money Laundering (AML), and sanctions compliance programs. As our payments ecosystem continues to scale, this role is essential to driving a culture of compliance, managing our regulatory framework and contractual obligations, and enabling a safe platform for our users. You will develop and manage the policies, operations, and controls that support Roblox's compliance posture, partnering closely with Legal, Product, Engineering, and Finance teams. This is a full-time, hybrid position reporting to the Head of Compliance. You Will: Design, implement, and continuously improve Roblox's end-to-end KYC program, including customer due diligence (CDD), enhanced due diligence (EDD), and ongoing monitoring processes. Develop and maintain AML policies, procedures, and controls in accordance with applicable regulatory requirements, including the Bank Secrecy Act (BSA) and related FinCEN guidance. Build and operate a sanctions compliance program aligned with OFAC requirements and global equivalents (e.g., UN, EU, OFSI), including screening processes, escalation workf

About the Team OpenAI is building the infrastructure foundation for the next generation of AI. The Data Center Engineering team defines the strategy, reference architectures, technical requirements, and delivery standards for the large-scale data centers that support OpenAI research, products, and infrastructure partners. As a Data Center Infrastructure Engineering Program Manager, you will help turn complex infrastructure strategy into executable programs across electrical, mechanical, controls, network, hardware, construction, commissioning, deployment, and operations workstreams. You will partner with research, hardware engineering, data center engineering, site development, supply chain, security, EHS, finance, legal, operations, and external delivery partners to bring OpenAI's infrastructure vision to life. About the Role We are looking for an Engineering Program Manager (EPM) to lead assigned infrastructure programs focused on production and non-production network integration, controls coordination, and the design and deployment of data hall or whitespace facilities. The EPM will support functional Directly Responsible Individuals (DRIs) across network, controls, structural, electrical, and mechanical disciplines. Key responsibilities include coordinating assigned workstreams and program controls, maintaining risks and interfaces, and supporting readiness within the network and data hall deployment track. The ideal candidate thrives on bringing structure to complex environments characterized by ambiguous technical requirements, large partner ecosystems, tight deadlines, and high operational stakes. This individual must be adept at keeping teams aligned on decisions, risks, dependencies, schedules, and readiness criteria, and escalating gaps or decision points when needed. Candidates should have a proven track record of managing technically challenging engineering programs across major lifecycle phases, including design, validation, procurement, construction, c

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Grow your career while continuing Exact Sciences’ inspiring work. Changing roles within the company allows you to develop your skills while changing the future of cancer in a new way. Schedule - Monday - Friday 8 am -4:30/5 PST Position Overview This role is responsible for diagnosing and resolving failures in enterprise laboratory instruments and automation systems, conducting root cause investigations, and escalating service issues to minimize downtime. It includes performing routine preventive maintenance and calibrations to ensure equipment reliability and compliance with service standards. The position requires accurate documentation aligned with Good Documentation Practices (GDP) and regulatory requirements such as OSHA, FDA, ISO, and CLIA. Success in this role involves developing technical expertise, training others, and collaborating across teams and vendors to support troubleshooting and project execution. Flexibility, commitment to quality, and a focus on process improvement—including SOP development and workflow optimization—are essential. Key Accountabilities: Include, but are not limited to, the following: Troubleshooting & Repair: Under general supervision, diagnose, repair, and resolve failures following established procedures on instrumentation and automation systems within the laboratory by applying technical expertise to restore functionality. Escalate unresolved or complex issues to senior s

Position Overview As a Solutions Engineer at Diligent, you will partner closely with Sales to help organizations understand how our platform can transform the way they identify and mitigate risk, perform audits, strengthen controls, and operationalize broader GRC programs. You’ll independently lead the SE workstream on small to mid-sized opportunities, while partnering with more senior Solutions Engineers on complex, multi-pillar deals, acting as a trusted partner to customer stakeholders and helping translate Risk & Audit and broader GRC challenges into clear, compelling solutions that drive business value. If you enjoy combining domain expertise, storytelling, solution design, and customer interaction and are looking to build your career in a commercial, customer-facing environment, this is a strong next step. Key Responsibilities Customer & Commercial Partnership Partner with Sales to lead the full pre-sales lifecycle for small to mid-sized opportunities, helping customers understand how Diligent solves real-world risk, audit, and control management challenges. Deliver independent, well-prepared, tailored software demonstrations that clearly articulate business value, while seeking coaching and feedback from senior team members for continuous improvement. Engage confidently with stakeholders across Internal Audit, Risk, Compliance, IT, Controls, and Governance teams, owning day-to-day customer conversations and escalating to senior SEs for high-risk or complex topics as needed. Translate customer pain points into clear solution narratives, including outcomes and success criteria, to support deal progression and closure. Own the technical win for small to mid-sized opportunities, and contribute to the technical strategy on larger, multi-stakeholder deals in partnership with senior SEs. Solution Design & Thought Leadership Design and present solu

Datadog is seeking a Legal Operations Analyst to join our Legal Operations subgroup. In this role you’ll work closely with individuals across the organization in support of various legal-related matters, with a primary focus on supporting the scalability of the global legal team. The Legal team supports Datadog's rapid growth by providing a wide range of legal services across a highly dynamic technology company, from driving new business via contracts and compliance efforts, to protecting Datadog's intellectual property. Datadog's Legal team collaborates with virtually every team across the organization, from engineering to product to marketing. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You’ll Do: Partner with legal and non-legal process owners to support process improvements, optimization and automations Assist with technical teams to implement solutions and troubleshoot reported issues by the legal team Maintain knowledge resources for all legal subgroups and collaborate with legal and non-legal colleagues on various projects as needed Conduct vendor and customer sanction screenings to identify potential risks and inconsistencies and ensure compliance Analyze and use data to drive initiatives and assist in planning Support technology by becoming a superuser of systems utilized by the legal team Serve as a point of contact for clients and stakeholders, addressing inquiries, concerns and providing timely updates on matters and escalating where appropriate Handle ad hoc projects within the legal subgroups as they arise Who You Are: A Legal Operations Analyst with 2-3 years of experience with legal operations, contract management or project management experience Proficiency with tools e.g. Google Workspace, Brightflag, Docusign, Salesforce, Coupa, Conflue

👋 Welcome to Glide! At Glide we’re reimagining the banking experience for the modern world . Our embedded fintech platform empowers legacy financial institutions, like community banks and credit unions, to pioneer novel digital experiences for their customers. You’ll be joining an all-star team with engineering, product, and growth experience from Stripe, Google, and Amazon. We’re looking for a talented Digital Program Manager (DPM) to help us grow our product to hundreds of banks. We’re bringing a new perspective to the decades-old financial world , and we’re hoping you can help us do that! Your Responsibilities: Run customer implementations from kickoff to go-live, including requirements gathering, implementation calls, User Acceptance Testing meetings, and bug reporting Oversee customer account management, including formal communications of product updates and roadmaps Travel to client sites for project kickoffs, training sessions, and other key project activities Leverage AI tools to streamline and optimize day-to-day responsibilities Analyze customer data to ideate and recommend new features and enhancements Maintain an accurate record of all customer interactions and transactions, reporting and escalating issues as needed Identify and develop new business opportunities with existing clients Need-to-Haves: Strong understanding of SaaS business models and large-scale software implementation projects Experience working at a financial institution or fintech company Excellent communication and negotiation skills Technical understanding of fintech products Experience working with agile engineering and design teams Nice-to-Haves: Customer-facing experience at an early-stage company Previous experience in a product or customer-facing role at a fintech or FinServ company Experience with data analysis tools such as SQL Familiarity with project management tools, customer success software and CRM systems A collaborative, entrepreneurial spirit And finally, a brief overvi

As a Customer Success Associate, you will focus on the long term strategic relationship with our customers, drive adoption, and identify growth opportunities across a high volume of Datadog customers to ensure successful product use and retention. You’ll be an advocate for the customer internally and focus on providing a positive experience for a high volume of accounts. Associates follow a well-defined methodology to identify the customer’s unique needs and clearly convey the value of the Datadog product. As we scale our Customer Success team, furthering personal development and team success is a top priority. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them What You’ll Do: Identify target opportunities, manage the full sales cycle and proactively build strategic relationships with customers and focus on retention. Manage requests from your book of business such as but not limited to technical support escalations, billing questions, documentation/enablement requests to ensure a positive customer experience Pivot account management strategy based on different customer requirements and needs seamlessly and efficiently Act as an advisor to customers to ensure they’re leveraging the solution effectively Monitor and identify usage trends to uncover renewal risks and support greater adoption rates Collaborate cross-functionally with internal Datadog teams (support, product, finance, and legal) Who You Are: Customer-minded, always trying to provide the most value possible Driven and motivated by a career in sales with a strong desire to grow a career in Customer Success. A strong communicator (written and verbal) with excellent attention to detail Experienced in independently negotiating contract terms and overcoming pricing objections for up-sell/cross sell activit