Support Delivery Lead - Toronto

The role

You will build and lead a technical troubleshooting team to support strategic enterprise accounts. You will partner with engineering and product teams to resolve complex issues and improve customer experience through automation and process improvements.

What you will do

• Build and lead a team of technical and troubleshooting experts
• Partner with engineering and customer teams to build systems for resolving escalated issues
• Engage with senior leaders and customers to coordinate resources
• Operationalize solutions from customer issues at scale
• Influence product roadmaps and improve customer experience
• Manage scaling and operations to deliver 24x7 global coverage
• Build strong relationships with customers to ensure application success
• Ensure the team assists broadly where needed
• Participate in the broader Support leadership team

Required qualifications

• 5+ years of experience leading and managing technical support engineering or software engineering teams
• 10+ years of experience in technical support engineering or software engineering
• Experience leading highly skilled engineering teams
• Deep technical experience in application development or infrastructure
• Strong cross-functional partner ability to influence engineering and product roadmaps
• Automation-first approach with a track record of implementing tooling or processes
• Ability to thrive in ambiguous environments
• Ability to build trust with strategic accounts

Nice to have

• Experience in high-scale or fast-paced environments

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. They seek to safely deploy AI through their products.