Support Delivery Lead

OpenAI's User Operations team shepherds customer adoption of AI and ensures exceptional product experience. They are building the first post-AGI support team, resolving complex issues, providing technical guidance, and supporting customers in maximizing value from deploying OpenAI products. The team works closely with Sales, Technical Success, Product, Engineering, and others to deliver the best possible experience at scale.

We are looking for a leader to build and scale our Support Engineering team, which will collaborate directly with strategic enterprise accounts, product and engineering teams, and field teams to solve the most difficult technical problems faced by customers. You will lead one of the best technical troubleshooting teams at OpenAI, providing technical guidance on the most technically difficult issues. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.

• Build and lead a team of foremost technical and troubleshooting experts at OpenAI, acting as the last line of defense before the core Engineering team.
• Partner with engineering and customer teams to build systems to resolve escalated issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams.
• Take learnings from resolving customer issues and operationalize solutions at scale, iterating on internal processes with Engineering/Go-To-Market/vendor partners, influencing product roadmaps, and improving overall customer experience.
• Manage scaling and operations of the team to deliver 24x7 coverage globally, including holidays and weekends based on business needs.
• Build strong relationships with customers to ensure their application's success, and ensure the team is assisting broadly where needed beyond the core remit.
• Be part of the broader leadership team in Support, with opportunity to build across the organization.

• 5+ years of experience leading and managing technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
• 10+ years of experience in technical support engineering or software engineering.
• Experience leading highly skilled engineering teams and empowering senior ICs while setting clear technical and operational direction.
• Deep technical experience in application development or infrastructure, paired with strong instinct for operational systems and customer reliability.
• Strong cross-functional partner with proven ability to influence engineering and product roadmaps through support-driven insights.
• Automation-first approach with 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 willingness to get into technical details when needed.
• Energized by customer impact and excel at building trust with strategic accounts during critical issues or periods of transformation.
• Mission-driven, collaborative, and operate with high integrity and humility.

Compensation: CA$297K – CA$330K per year, plus equity.

OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities.