Support Delivery - Ontario - Remote
About the Team
OpenAI’s User Operations team shepherds our customer’s adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
About the Role
We are looking for a leader to build and scale our Support Engineering team.
This team will handle high difficulty situations and issues. The team will be global, providing 24x7 technical coverage for our customers. This will be an opportunity to build this new team from first principles - your leadership will determine the future of this organization.
The ideal candidate will have a combination of technical capabilities mixed with strong leadership and systems building strength.
This Toronto-based role is currently remote and is expected to transition to an in-office arrangement.
Key Responsibilities:
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Build and lead a team of the foremost technical and troubleshooting experts at OpenAI. You are the last line of defense before the core Engineering team.
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Partner with engineering and customer teams to build out our systems to ensure that we resolve escalated issues. You will engage with senior leaders internally or with customers and coordinate resources across multiple teams as needed.
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Take learnings from resolving customer issues and operationalize those solutions at scale, iterating on internal processes with Engineering/Go-To-Market/vendor partners, influencing product roadmaps, and improving overall customer experience with support.
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Manage scaling and operations of the team in order to deliver 24x7 coverage globally, including holidays and weekends based on business needs.
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Build strong relationships with our customers to ensure their application’s success.
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Ensure the team is assisting broadly where needed beyond the ‘core remit’ of the team
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Be a part of the broader leadership team in Support. You will have the opportunity to build not just within this team, but across the organization.
Qualifications:
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Have 5+ years of experience leading and managing technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
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Have 10+ years of experience in technical support engineering or software engineering
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Have experience leading highly skilled engineering teams and are comfortable empowering senior ICs while setting a clear technical and operational direction.
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Bring deep technical experience in application development or infrastructure, paired with a strong instinct for operational systems and customer reliability.
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Are a strong cross-functional partner with a proven ability to influence engineering and product roadmaps through support-driven insights.
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Take an automation-first approach and have a track record of implementing tooling or processes that scale support impact through AI and systems thinking.
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Thrive in ambiguous environments and balance strategic leadership with a willingness to get into technical details when needed.
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Are energized by customer impact and excel at building trust with strategic accounts during critical issues or periods of transformation.
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Are mission-driven, collaborative, and operate with high integrity and humility.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core the full spectrum of humanity.
We are an equal opportunity employeration, or other applicable legally protected characteristic.
Background checks for applicants will be administered in accordance with applicable lawation technology systems and related data security obligations.
To notify OpenAI that you believe this job posting is non-compliant. No response will be provided to inquiries unrelated to job posting compliance.
We are committed to providing reasonable accommodations to applicants with disabilities.
At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.
Compensation
CA$297K – CA$330K + Offers Equity