Manager, Senior Support Engineering

The role

You will build and lead a team of Senior Support Engineers to ensure developers and enterprises can reliably use OpenAI models. You will drive incident management processes, oversee workload monitoring, and collaborate with Product and Engineering teams to improve product supportability.

What you will do

• Build and lead a team of Senior Support Engineers.
• Own the continuous improvement of incident management processes, tooling, and automation.
• Lead strategic workload health monitoring and alerting for enterprise customers.
• Guide the team in designing and implementing automation and internal tools.
• Collaborate with Engineering, Product, and Go-To-Market teams to resolve technical issues.
• Represent Support Engineering in customer conversations and internal forums.
• Contribute to hiring plans and global shift coverage.
• Contribute to strategy, operations, and culture as part of the broader Support leadership team.

Required qualifications

• 10+ years of experience in technical support engineering, software engineering, site reliability engineering, or a related technical discipline.
• Hands-on experience supporting production systems at scale.
• 5+ years of experience managing engineers or leading complex, multi-person technical projects.
• Deep technical experience in application development or infrastructure.
• Strong instinct for operational systems and customer reliability.
• Proven ability to influence engineering and product roadmaps through support-driven insights.
• Track record of implementing tooling or processes that scale support impact through AI and systems thinking.

Benefits

• Relocation assistance

Before you apply

• Background checks for applicants will be administered in accordance with applicable law.

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.