# Support Delivery Lead

**Company:** [OpenAI](https://hotfix.jobs/companies/openai)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Salary:** $234k – $260k/yr
**Experience:** 15+ years
**Skills:** technical support engineering, Software Engineering, application development, Infrastructure, operational systems, customer reliability, Cross-Functional Collaboration, Product Roadmap, Automation, ai systems thinking, leadership, team scaling
**Posted:** 2026-07-16

> Lead and scale OpenAI's Support Engineering team as the last line of defense for complex customer issues. Build 24x7 global technical troubleshooting expertise, influence product roadmaps from support insights, and partner with engineering and strategic enterprise accounts. Requires 15+ years technical engineering experience and 10+ years leading high-scale teams.

## Job Description

## Key Responsibilities
- Build and lead a team of top technical and troubleshooting experts; act as the last line of defense before core Engineering.
- Partner with engineering and customer teams to build systems for resolving escalated issues; engage senior leaders and coordinate cross-team resources.
- Operationalize learnings from customer issues at scale: iterate on processes with Engineering, GTM, and vendor partners; influence product roadmaps; improve customer experience.
- Manage team scaling and operations to deliver 24x7 global coverage, including holidays and weekends.
- Build strong relationships with strategic customers to ensure application success.
- Assist broadly beyond the core team remit.
- Contribute to the broader Support leadership team, building across the organization.

## Qualifications
- 10+ years leading technical support engineering or software engineering teams in high-scale or fast-paced environments.
- 15+ years in technical support engineering or software engineering.
- Experience leading highly skilled engineering teams; comfortable empowering senior ICs while setting clear technical and operational direction.
- Deep technical experience in application development or infrastructure, with strong instinct for operational systems and customer reliability.
- Strong cross-functional partner able to influence engineering and product roadmaps via 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; balance strategic leadership with hands-on technical details.
- Energized by customer impact; excel at building trust with strategic accounts during critical issues.
- Mission-driven, collaborative, with high integrity and humility.

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