Support Delivery Lead - Toronto

OpenAI's User Operations team is building the very first post-AGI support team, resolving complex issues, providing technical guidance, and supporting customers in maximizing value from deploying OpenAI products. 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 our customers. You will lead one of the best technical troubleshooting teams at OpenAI, handle high-difficulty situations, and provide 24x7 global coverage.

• Build and lead a team of the foremost technical and troubleshooting experts at OpenAI.
• Partner with engineering and customer teams to resolve escalated issues and coordinate resources across multiple teams.
• Operationalize learnings from customer issues at scale, iterating on internal processes and influencing product roadmaps.
• Manage scaling and operations to deliver 24x7 coverage globally, including holidays and weekends based on business needs.
• Build strong relationships with customers to ensure their application's success.

• 6+ 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.
• Deep technical experience in application development or infrastructure, paired with a strong instinct for operational systems and customer reliability.
• Strong cross-functional partnership with a proven ability to influence engineering and product roadmaps through support-driven insights.
• Automation-first approach with a track record of implementing tooling or processes that scale support impact through AI and systems thinking.

This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.