The opportunity
The Senior Support Engineering team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models. We provide technical guidance, resolve complex issues and support customers in maximizing value and adoption from deploying our highly-capable models.
What you'll do
Build and lead a team of deeply technical and tenured Senior Support: Engineers who bring backgrounds in software engineering, site reliability engineering, and systems architecture and are experts in diagnosing and solving complex issues on OpenAI’s technologies.
Own the continuous improvement of our incident management processes,: including tooling, automation, and team readiness.
Lead strategic workload health monitoring and alerting programs for key: enterprise customers, ensuring effective 24x7 operational coverage.
Guide the team in designing and implementing automation and internal tools: with an AI-first mindset to scale support operations efficiently.
Collaborate closely with Engineering, Product, and Go-To-Market teams to: escalate, resolve, and prevent high-impact technical issues.
Represent Support Engineering in customer conversations and internal forums,: driving clarity and alignment on issue resolution and reliability expectations.
What they're looking for
- Shape support operations at scale by contributing to hiring plans and global shift coverage as we expand.
- Play an active role in the broader Support leadership team, contributing to: strategy, operations, and culture beyond your immediate team.
- + years of experience in technical support engineering, software engineering,: site reliability engineering, or a related technical discipline, including hands-on experience supporting production systems at scale.
- + years of experience managing engineers or leading complex, multi-person: technical projects, with clear ownership over delivery, execution, and outcomes.