Support Delivery Lead, Ads
Lead and build OpenAI's Support Engineering team focused on Ads, serving as the final escalation point for complex technical issues with strategic enterprise customers. Requires 15+ years technical support/software engineering experience (10+ in leadership), deep Ads tech expertise, and ability to influence engineering roadmaps while scaling 24x7 global operations.
About the job
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 with senior leaders and coordinate cross-team resources.
- Operationalize learnings from customer issues at scale: iterate on internal processes, influence product roadmaps with Engineering/Go-To-Market partners, and 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 across the organization beyond the core team remit.
- Contribute to the broader Support leadership team, building across the organization.
Requirements
- Strong background in Ads support and Ads technology, with technical depth to lead troubleshooting of complex customer integrations and production issues at scale.
- 15+ years of experience in technical support engineering or software engineering.
- 10+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
- 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.
- 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; balance strategic leadership with willingness to dive into technical details.
- Energized by customer impact; excel at building trust with strategic accounts during critical issues.
- Mission-driven, collaborative, with high integrity and humility.
Nice-to-Haves
- Experience in high-scale or fast-paced environments.
Skills
Ads Technology, Technical Troubleshooting, Customer Integrations, Production Issue Resolution, Application Development, Infrastructure, Operational Systems, AI Tools, Process Automation, Product Roadmap, Cross-Functional Collaboration
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