Dedicated Support Engineering Lead
OpenAI · San Francisco
About this role
## Dedicated Support Engineering Lead ### About the Team OpenAI’s **User Operations** team shepherds customers’ adoption of AI and ensures an exceptional product experience. We’re building the **first post-AGI support team**, resolving complex issues, providing technical guidance, and helping customers maximize value and adoption. Within **Premium Support**, **Dedicated Support Engineers (DSEs)** combine deep technical troubleshooting with strong context about strategic customers’ architectures, workloads, and business priorities. Through proactive reliability work, incident ownership, and AI-powered support capabilities, we help customers operate successfully as their use of OpenAI grows. ### About the Role OpenAI is seeking a **senior leader** to build and scale the **Dedicated Support Engineering** function globally. You’ll define the strategy, build the team, and establish how the organization delivers **technically rigorous, proactive support** for customers running complex and consequential workloads. This role blends **organizational leadership**, **technical judgment**, and **executive customer engagement**. You’ll establish a model where DSEs develop deep customer context, independently drive difficult investigations, anticipate operational risks, and drive issues through resolution—then translate what the team learns into improvements across OpenAI. **Location:** San Francisco, CA (hybrid: **3 days in office per week**). Relocation assistance is available. ### In this role you will... - **Set the strategy** for Dedicated Support Engineering: define charter, service model, priorities, and growth plan. - **Build and develop** a high-performing global organization: hire, coach, and develop future leaders. - **Design the customer engagement model:** assignment, account knowledge, operational reviews, and critical-event readiness; define responsibilities and handoffs. - **Set the standard for technical ownership:** use evidence, reproduction, and systems-level investigation; guide decisions on investigation, mitigation, and when to engage Engineering. - **Build proactive reliability** into the service: assess architectures/dependencies, identify emerging risks, and ensure incident learnings lead to corrective actions. - **Lead through critical customer situations:** senior escalation point, align responders, communicate with customer executives, and maintain accountability through follow-through. - **Own delivery quality and sustainable growth:** capacity planning, coverage, and investment proposals that support service commitments. - **Define and measure meaningful outcomes:** investigation quality, time to mitigation, recurring issue reduction, customer confidence, and proactive risk reduction. - **Influence product and engineering priorities:** turn investigation patterns into evidence-backed recommendations; align on reliability, observability, supportability, and tooling. - **Make AI and automation foundational:** preserve context, accelerate investigations, detect risks, and automate repeatable work with evaluations and human oversight. ### You might thrive in this role if you... - Have **12+ years** in technical customer-facing roles, including **6+ years** leading enterprise Support Engineering, Technical Account Management, or a comparable function. - Have built or materially scaled a **dedicated technical customer program** with ownership of service model, staffing, standards, and outcomes. - Have led senior engine
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