Head of Dedicated Support Engineering

The role

You will build and scale the Dedicated Support Engineering function globally. You will define the strategy, build the team, and establish technical support for customers running complex workloads on OpenAI.

What you will do

• Set the strategy for Dedicated Support Engineering.
• Build and develop a high-performing global organization.
• Design the customer engagement model.
• Set the standard for technical ownership.
• Build proactive reliability into the service.
• Lead through critical customer situations.
• Own delivery quality and sustainable growth.
• Define and measure meaningful outcomes.
• Influence product and engineering priorities.
• Make AI and automation foundational to the function.

Required qualifications

• 12+ years of experience in technical customer-facing roles.
• 6+ years of leadership responsibility for enterprise Support Engineering, Technical Account Management, or a comparable function supporting complex production environments.
• Experience building or materially scaling a dedicated technical customer program.
• Experience leading senior engineers and developing technical leaders across regions.
• Strong technical foundation in APIs, distributed systems, cloud infrastructure, and enterprise integrations.
• Experience maintaining long-term technical relationships with strategic enterprise customers.
• Experience leading high-stakes customer escalations.
• Ability to influence senior stakeholders across organizational boundaries.
• Ability to deliver measurable improvements through automation or AI.
• Comfortable establishing direction in ambiguity.

Benefits

• Relocation assistance to new employees

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.